An Open Letter to WhatsApp

In the wake of increased competition, it has become imperative for WhatsApp Inc to secure its place as the true leader of multi-platform instant messaging. Though there are alternative solutions, it is fallacious to regard services like Blackberry Instant Messenger and iMessaging as true competitors as they are not true multi-platform solutions; working only on Research in Motion's Blackberry devices and Apple's iOS devices respectively.

Other providers like Samsung have taken a fairly different approach with their ChatOn software. While it is multi-platform, they have decided to include extraneous and unnecessary features like Profile Pages and Buddy ratings. This in my opinion is a misstep on Samsung's part as they do not address the true shortcomings/deficits of WhatsApp. While there are also some less popular alternatives like Kik, the only true competitor has only just emerged in the form of Facebook's revamped Messenger which offers the same feature-set as of WhatsApp though it is unclear whether WhatsApp Inc and Facebook are involved in any collaboration. It is for this reason that I believe that WhatsApp should integrate the following features to its service so as to further differentiate itself from its competitors.

The following suggestions are solutions to what I have observed to be shortcomings of WhatsApp and I believe that adopting and incorporating them into the service would further cement and secure WhatsApp's position as the true market leader in the unique sub-segment that it pioneered. Each is followed by a proposed solution/suggested method of implementation when necessary.

1. Automatic Notification of New WhatsApp Contacts

Presently, there is no efficient and effective way to know which contact in the user’s phonebook has just signed up to WhatsApp. The user has to scroll through the Favourites list (WhatsApp contacts) and try to figure out who just signed up. More so, only an observant user would notice the increase in his number of Favourites (WhatsApp contacts).

There should be an automatic notification system that alerts the user to the new favourite.

Implementation

 

2. Access to your WhatsApp Subscription on Multiple Devices

This is one fundamental flaw of the popular BlackBerry Instant Messenger (BIM); It is not available for use on the PC, Mac and other web enabled devices. The same is also true of Apple's iOS iMessaging. Just because a WhatsApp account is tied to a particular phone number should not prevent the user from sending and receiving WhatsApp messages of that subscription on other devices. In this age of owning different web enabled devices, it is an oversight not to encourage freedom of access devices. Though Samsung ChatOn provides this feature, their implementation is not elegant as it requires the user to enter the username and password of his Samsung account.

There is a need for a more elegant solution that enhances the fundamental appeal of not needing a username and password to use the service. The need for this feature is to allow travelling users to still receive their WhatsApp messages while at the same time avoiding expensive roaming charges. It also allows non-travelling users the convenience of using multiple devices with their subscription.

Implementation

i)     When installing the app, users will now be required to enter their telephone number in the international format. (Eg: 234 – 801 234 5678)

ii)    User downloads and installs WhatsApp on the additional web-enabled device.

iii)   User indicates that he wishes to tie an active WhatsApp subscription to the new device.

iv)   User is prompted to enter the telephone number of his active subscription.

v)    WhatsApp server immediately sends a verification code by SMS to the telephone number of the active subscription.

vi)   User confirms operation by entering this code on the additional web-enabled device.

vii) User's contacts list and ongoing conversations are automatically downloaded onto additional device.

NB: please note that this feature is workable regardless of whether the additional device is SIM-enabled or not. In other words, it will also work on a Wi-Fi only device.

3. WhatsApp Must Sync Contacts
The WhatsApp servers must now keep a list of all the user’s contacts. This list will be auto-synced once a day or also at user’s instance. The purpose of this feature is to allow other devices that the user ties in to his subscription to have a contacts list to send and receive messages from. This is explained in detail in Item 4.

4. WhatsApp servers must now keep a record of All Chats

This shall allow a user to continue his conversations on a ‘tied’ device and pick up right where he left off.

Implementation

i)             The last 20Kb of every undeleted conversation shall be stored locally on the device. (This shall exclude any sent/received multimedia objects: pictures/audio/ videos). The app can download earlier parts of the conversation thread at the user’s instance. The reason for setting the limit at 20Kb is to ensure a minimal footprint on device resources. Consider that 30 conversations would weigh in at a mere 600Kb. To further reduce the app’s footprint, the conversations are downloaded in a compressed format and then extracted on the device by the app.

5. Ability to Transfer a Subscription to a New Tel. Number

Presently, there is no built-in facility that allows the user to change or switch telephone numbers. With the exception of Blackberry devices, the workaround given in the official FAQ does not transfer a subscription (WhatsApp service payment information). The downside of this partial remedy is that it is not foolproof. I have personally used the suggested workaround and I have found some of my contacts still send WhatsApp messages to the old number. The travelling user is also not fully catered for. Presently, there is a provision for using only Wi-Fi during roaming but this solution is not robust enough as it is based on the assumption/hope that the user would choose to roam his usual SIM as against getting a local SIM. The problem here is that roaming charges have proven to be too expensive for the majority of users. Consequently, most users would simply prefer to use a local SIM and thus some of the user’s contacts would still be sending WhatsApp messages to the user’s usual telephone number and such messages wouldn’t get delivered until the user returns ‘home’.

Scenarios where a user changes his telephone number either temporarily or permanently are not uncommon; temporary if the user travelled for a short amount of time and has changed SIM cards to avoid roaming charges. There is a need for a more integrated and robust solution. A Transfer My Subscription feature should be added to the app.

Implementation

Temporary Change 

i)             User inserts new SIM into phone or installs WhatsApp on new phone.

ii)            User indicates to tie the new telephone number or device to his active subscription 

         and follows the steps as outlined in item 4 above.

iii)          Messages sent to user’s usual telephone number are now delivered to his new

         temporary telephone number and messages sent from user’s temporary

         number/device will appear to be sent from his usual number.

 NB: There is no need to alert the user’s WhatsApp contacts of the new number as the change is temporary. Thus, the sending and receipt of messages is seamless and transparent to both parties. Also, as the number change is only temporary change, the user’s subscription remains tied to his usual telephone number.

Permanent Change 

i)             User inserts new SIM into phone or installs WhatsApp on new phone.

ii)            User selects Transfer My Subscription option.

iii)           WhatsApp server immediately sends a verification code by SMS to the telephone number of the active subscription.

iv)           User confirms operation by entering this code.

v)            User is asked if his new telephone number should be auto-broadcast to his WhatsApp contacts.

vi)           If he chooses not to auto-broadcast his new number, the app simply broadcasts to all his contacts that the User has transferred his subscription to a new telephone number and that messages sent to the old number will not be delivered.

6. Enforcing Compulsory App Updates

There is a need to use more informative text when a compulsory update needs to be downloaded. Presently, it reads: 

“This version of WhatsApp has expired. Please go to

http://www.whatsapp.com/download and download a new version”.

I have found that many users confuse this message to mean that their subscription has expired and that they need to purchase/renew their subscription.  Combination of a streamlined download process and more informative text will be beneficial.

Implementation

i)     App prompts user: “A compulsory update needs to be downloaded. Select Ok to continue.”

ii)    After user selects ok, the new version is auto-downloaded without requiring the user to enter any url.

7. System-wide Messages

There is a need for the WhatsApp team to be able to broadcast status messages to all users. Presently, the user has to initiate a check on the company’s twitter feed to ascertain the service’s status. A more intuitive method would be for the company to send/broadcast status messages to all ‘affected’ users.

8. Price of the Service to Subscribers

Presently, the service is being provided for a fee of $1 US/yr. The features suggested above would increase the cost of providing the service. This subscription cost may need to be revised upward. At the same time, it could also be made free. Making the app/subscription completely free has the potential to grow the user base.

All the above suggestions and workarounds are of my own creation and represent how I best believe WhatsApp could innovate to protect and grow its market share.

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