Created in 2009 by two ex-Yahoo employees, WhatsApp<\/a> now boasts over 2 billion users worldwide. It has to be said that its takeover by Facebook in 2014 facilitated its explosion, as this enabled it to integrate more and more features similar to those of social networks.<\/p>\n Always looking to evolve, WhatsApp has recently developed a number of new features. In fact, you may not have known it, but the instant messenger has a Business version specially dedicated to companies, also available as a free download. Many users have turned to WhatsApp to keep in touch during confinement, but it’s worth noting that many brands and companies have made this instant messaging a preferred communication channel.<\/p>\n This tool has been used in particular, but not exclusively, to combat misinformation by disseminating verified and sourced information to readers.<\/p>\n This is the case, for example, of Le Monde, which, in the midst of a lockdown, has set up a free news feed open to all. Here’s the kind of message you’ll receive every day concerning a news item in the newspaper, and linking to the corresponding article on Le Monde’s website:<\/p>\n Another example is the French government’s campaign to inform citizens about the measures in place to combat the coronavirus. Here,<\/a> the procedure is the same, except that you have to choose between 7 proposals and send the corresponding letter by message to access the chosen category.<\/strong><\/p>\n In Ireland, store chain Lidl, meanwhile, has launched an online chatbot via WhatsApp so that customers can avoid queues and find the quietest time to shop. In some countries, such as Brazil, fast-food players like KFC and Domino’s Pizza have set up a smart system to receive orders via WhatsApp, enabling customers to stay at home while making the purchase.<\/p>\n Finally, during this complicated period without access to our favorite bars, restaurants and terraces, the Bacardi rum brand has set up a “Num\u00e9ro Verre” for cocktail lovers. As well as being super original, this project aims to help bartenders get through this crisis: for every request for this glass number, Bacardi donates \u20ac1 to bartenders. An opportunity to enjoy (in moderation) good cocktails, while doing a good deed. \ud83d\ude0a<\/p>\n It’s vital for brands and companies to provide responsive, quality customer service, as this is of great importance to consumers. Customer service can also be a source of frustration for consumers. In addition, studies lead to the conclusion that consumers of all generations increasingly prefer to use chat via WhatsApp or Facebook Messenger to hotlines and e-mail support services.<\/p>\n What if you communicated differently with your customers?<\/p>\n As you can see, WhatsApp is a great tool for creating a close, personalized and authentic relationship with your customers and prospects, by communicating directly with them and putting aside the “cold” and “distant” aspect that traditional customer service can sometimes have.<\/p>\n Confinement has prompted many brands and companies to integrate WhatsApp into their internal and external communication tools. Many chabots are now conducted via WhatsApp. Beyond after-sales service, WhatsApp is rapidly becoming a mobile showcase. The Facebook group is going even further, and has just announced the launch of Facebook Shops, a more comprehensive solution aimed at “small merchants”. It’s worth noting that WhatsApp is already part of an SMO (Social Media Optimization) strategy via Facebook’s management tool, Business Manager. Unlike its big brothers Facebook and Instagram, Whatsapp is algorithm-free. The ease of sharing on WhatsApp is also not to be underestimated: once you’ve received an offer, you can transfer it to your entire address book in less than 10 seconds. In conclusion, we can see that WhatsApp now occupies a prominent place among social networks, and that containment has enabled it to develop accordingly.<\/p>\n We can only advise you to adopt it as part of your after-sales service tools, as it offers the advantage of being able to communicate directly with your customers and establish an unfiltered, special relationship with them. In view of all these factors, it seems essential for tourism professionals to make this shift quickly, if they haven’t already done so. A final element that may tip the balance, Facebook has announced that it will soon be possible to share advertising on WhatsApp, although the group already uses the data generated on WhatsApp to retarget advertising on Facebook.<\/p>\n So what are you waiting for? \ud83d\ude0a<\/p>\n Want to find out more about social networking communication trends for 2020? \n","protected":false},"excerpt":{"rendered":"
\nAnd with good reason!
\nThis application lets you exchange text messages, voice messages, files (videos, photos, gifs, documents), create conversation groups, make phone calls… All for free, or almost, all you need is Internet access \ud83d\ude0a <\/p>\n
\nOne aimed at reducing the spread of Fake News by limiting message transfer to 5 simultaneous sends only, and the other giving the possibility of making video calls with 8 people.
\nWe can see that the latter development was mainly determined by the Covid-19 crisis, with the aim of competing directly with other video tools such as Zoom, House Party or Hang Out, and not staying on the sidelines.
\nAs we’ll see in an upcoming article, the Covid-19 crisis has benefited social networking. <\/p>\n
\nThis version enables brands and companies using the application to offer catalogs of their products and\/or services, to interact easily with their customers using tools to automate, sort and respond quickly to messages, as well as to offer customer support and deliver important notifications to their customers. <\/p>\nUse of WhatsApp during confinement?<\/strong><\/h2>\n
\nTo access Le Monde’s WhatsApp account from your smartphone, simply click on this link<\/a> to become part of the group, then copy and paste this message into the new thread: ” Hello, I’d like to access Le Monde’s new WhatsApp service.<\/em> ” Finally, save the phone number associated with the account in your address book. <\/p>\n![\"\"](\"https:\/\/www.travel-insight.fr\/wp-content\/uploads\/2020\/06\/travel-insight-communication-digitale-whattsapp-service-client-voyage-5.jpg\")
<\/strong><\/p>\n![\"\"](\"https:\/\/www.travel-insight.fr\/wp-content\/uploads\/2020\/06\/travel-insight-communication-digitale-whattsapp-service-client-voyage-4.jpg\")
<\/p>\n
\nTo do this, Irish customers can send a message to Lidl via the Facebook-owned messaging app, informing the chatbot of the day and time they intend to visit.
\nThe chatbot will then inform them whether it’s generally a quiet, average or busy time to come. <\/p>\n
\nIt’s a WhatsApp hotline that connects individuals who want to make good homemade cocktails and are eager for good advice, with professional bartenders.
\nAll you have to do is add the number to your WhatsApp contacts, send the ingredients (with a kind word, it’s always a pleasure) and a bartender will get back to you with the recipe that goes with it \ud83c\udf79 <\/strong><\/p>\n![\"\"](\"https:\/\/www.travel-insight.fr\/wp-content\/uploads\/2020\/06\/travel-insight-communication-digitale-whattsapp-service-client-voyage-1.png\")
<\/h2>\nCustomer service via instant messaging: the future of after-sales support?<\/h2>\n
\nFor example, when we read negative comments on social networks, we notice, unfortunately, that it is often customer service that is called into question, and this can be a major asset in the decision-making process.
\nWho wants to buy a product or a trip knowing that, if there’s a problem, the company won’t be there to do its job? <\/p>\n
\nWho hasn’t spent endless minutes on hold calling an after-sales service?
\nOr sent a complaint by e-mail, only to receive a standardized response that doesn’t fully answer your query? <\/p>\n![\"\"](\"https:\/\/www.travel-insight.fr\/wp-content\/uploads\/2020\/06\/travel-insight-communication-digitale-whattsapp-service-client-voyage-3-1024x1024.jpg\")
<\/p>\n
\nMany have encouraged consumers to contact them via WhatsApp only, as their employees don’t have access to professional mailboxes and phones.
\nWill they keep these new habits? <\/p>\n
\nThis is the case, for example, of airline Vueling, which has clearly understood the importance of such a tool, and now offers travelers a conversational virtual agent via the mobile messaging application.
\nThanks to this new virtual assistant, users can check in for their flight online and get answers to the most frequently asked questions.
\nAlthough currently available in English, the bot is also capable of providing a Spanish-language version of the same conversation, at the request of the mobile user.
\nThe aim of this device is to streamline communication with passengers and improve the customer experience. <\/p>\n
\nThanks to WhatsApp Business, brands and companies using the application can now offer catalogs of their products and\/or services to users, facilitating interaction between companies and their customers. <\/p>\n![\"\"](\"https:\/\/www.travel-insight.fr\/wp-content\/uploads\/2020\/06\/travel-insight-communication-digitale-whattsapp-service-client-voyage-2.jpg\")
<\/p>\n
\nThanks to Facebook Shops, each merchant will be able to easily create a store, which will be accessible via Facebook pages or Instagram profiles, as well as stories and ads.
\nFor any queries, delivery tracking or requests for information, it will be possible to contact the seller directly via WhatsApp, Messenger or Instagram Direct. <\/p>\n
\nFor example, when you sponsor your posts, you can include a “contact from Whatsapp” Call To Action.
\nThis proves that this action is as valuable as a booking for tourism providers, and that it’s on the increase. <\/strong><\/p>\nWhat about sharing content?<\/h2>\n
\nAll you need is your audience’s phone numbers to freely and exclusively promote content such as promotional offers, discount codes, practical information and so on.
\nBe careful, however, to moderate the content you send, to avoid appearing as a spammer, as the application is primarily designed for personal use.
\nWith little competition yet in this sector, the value perceived by your audience can be enormous compared with a publication on Facebook, Twitter or Instagram.
\nIt’s the ideal app for addressing micro-audiences and doing one-to-one marketing. <\/p>\n
\nTo achieve this, don’t skimp on the quality of your content: the more informative, educational or funny it is perceived to be, the more your audience will be tempted to share it via their own mailing lists.
\nThe snowball effect can quickly become exponential! <\/p>\n
\nAnd as we all know only too well, a happy customer is a loyal customer who won’t hesitate to promote your company or your services to others. <\/p>\n
\nEmail still works, but in an era when customers are increasingly mobile and looking for more experience in terms of innovation and personalization, instant messaging, and in particular WhatsApp, seems to represent an opportunity that absolutely must be seized. <\/p>\n
\n Click here <\/a> <\/p>\n