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Research Journal of Humanities and Social Sciences
Year : 2018, Volume : 9, Issue : 1
First page : ( 119) Last page : ( 124)
Print ISSN : 0975-6795. Online ISSN : 2321-5828.
Article DOI : 10.5958/2321-5828.2018.00021.9

A New Paradigm Shift on How Whatsapp Empower Small Business to Develop Customer Relationship and it Becomes an Integral part of Business

Naneetha R.*

Research Scholar, Department of Communication and Media Studies, Bharathiyar University, Coimbatore

*Corresponding Author Email: naneravi@gmail.com

Online published on 24 May, 2018.


In today's energetic worldwide business, the ability to be responsive and alert to technological changes is more

significant than ever before. Information and the interactions around it have turn out to be the key asset of most businesses. New technology may present negative or positive for many businesses. Instant messaging app is a new phenomenon that has changed how the business environment operates. Businesses are able to gain access to resources that were otherwise not available to them. It has also helped businesses to increase their worthiness, cultivate strategic partnerships and increase their contact with customers and suppliers. It has become important for business owners and marketers to understand how it works as a communication and marketing tool and how they can significantly grow their businesses. Fifty six customers were taken for the study. The primary data was collected using questionnaire method. The findings of the study indicated that Whatsapp is turning out to be a tool that is empowering many small businesses into a new paradigm change. Apart from mode of communication, Whatsapp provides customer relationship and support and become an integral part of business process.



Whatsapp, Communication, Business, Integrate offers, Customer relationship.


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