WhatsApp continues to get traction and has reached near 1 billion users (last update was 900mn in 3Q). WhatsApp and Messenger could be important growth drivers in 2017-2018 (Instagram should drive 2016-2017). On the call management indicated that later this year, Facebook will be testing new ways for people to use WhatsApp to communicate with businesses and organizations. We note that in 4Q Facebook expanded Messenger utility by adding payments to allow users to connect with businesses. Facebook began testing services with Uber, allowing people to request an Uber ride through Messenger.
Reliance Communications has struck a deal and has started adopting WhatsApp for customer care and is using for group companies like Reliance Capital and Mutual Funds. The customer care representatives will be spawned a thread of conversation from consumer's number and the CC executive responds from browser interface specially provided to Reliance ADAG Group.
