With over 1.5bn customers using Whatsapp (there are only 7.5bn people on the planet) , it was always inevitable that it would soon become more than a group chat for family and friends.

Messaging apps are increasingly being used by corporates, specifically financial services providers. And, more-so Whatsapp, given its end to end encryption. It was therefore only a matter of time before the industry would find ways to bake this into how it engages customers.  As an aside, Facebook messenger has 1.3bn customers and Facebook itself 2.3bn customers.  Collectively, that's pretty massive customer reach. 

WhatsApp has been praised recently for its use in Singapore to provide residents with regular COVID-19 updates. 

That said, I don't think 'customer service and WhatsApp' is necessarily the way forward. It's not all positive. 

The key is, no matter what channel you offer, you find a way a way to service your customers in a fast, secure and reliable way.

Crucially, be where your customers are and keep it easy to engage - at a time that suits them.  

Personally, I'd take WhatsApp any day over long phone queue or (not-so) interactive voice response system.