Increase Engagement with Customers: Use WhatsApp for Travel & Hospitality

WhatsApp is a powerful tool for increasing engagement with customers in the travel and hospitality industry. The WhatsApp Business API is a solution designed specifically for businesses to connect with their customers through WhatsApp. With over 2 billion users globally, the instant messaging app offers a convenient and accessible way for businesses to communicate with their customers. 

It is a great way for Travel & Hospitality businesses to stay connected with their customers and provide them with the best possible experience. With its many features and capabilities, it is becoming an essential part of the industry’s digital transformation journey.  Additionally, businesses can use WhatsApp for customer service purposes such as providing answers to frequently asked questions or helping customers with any issues they may have.

How to boost engagement on WhatsApp?

Here are some ways that travel and hospitality companies can use WhatsApp to increase customer engagement:

1. Customer service: Provide instant customer support through WhatsApp by responding to queries and resolving issues in real time. Even when you are outside of office hours, WhatCX can help your customers to log in with enquiry and connect with a bot to boost engagement.
2. Booking confirmations: Send booking confirmations, itineraries, and other important information directly to customers’ smartphones, making it easy for them to access and reference.
3. Upgrades and promotions: Offer special deals and promotions directly to customers through WhatsApp, giving them an exclusive experience and encouraging repeat business.
4. Personalized recommendations: Use customer data to provide personalized recommendations and suggestions for activities, restaurants, and attractions in the area.
5. Trip updates: Keep customers informed about any changes to their itinerary, flight status, or other important information. 

WhatsApp Chatbots for Travel and Hospitality Industry

There are several benefits of using a WhatsApp Chatbot in the travel and hospitality industry:

1. Increased efficiency: Chatbots can handle multiple customer requests simultaneously, reducing the workload for customer service teams and increasing overall efficiency.
2. 24/7 availability: Chatbots are available 24/7, allowing customers to receive assistance and information at any time, even outside of regular business hours.
3. Personalization: Chatbots can use customer data to provide personalized recommendations and suggestions, improving the customer experience and building stronger relationships.
4. Cost-effective: Implementing a Chatbot is often more cost-effective than hiring additional customer service staff, making it a smart investment for businesses of any size.
5. Improved customer satisfaction: Chatbots provide quick and convenient assistance to customers, improving their overall satisfaction with the business and reducing the likelihood of negative reviews or feedback.

With WhatCX’s drag-and-drop builder, you can create a no-code chatbot in no time and build chat flows with your customers to keep them engaged with your business. 

Use case of WhatsApp in the Travel & Hospitality Sector

1. Providing Customer Service in an effective manner

• Direct messaging: Companies can offer direct messaging services through WhatsApp, allowing customers to send enquiries and receive support in real-time.
• Automated responses: Businesses can use chatbots to provide automated responses to frequently asked questions, freeing up customer service teams to focus on more complex issues.
• Personalized support: Companies can use customer data to provide personalized support, answering specific questions and offering tailored recommendations.
• Quick response times: Teams can use WhatsApp’s real-time messaging capabilities to respond to customer enquiries quickly, improving the overall customer experience and building stronger relationships.

2. Sending booking/trip updates to customers on WhatsApp

• Automated updates: Companies can use a WhatsApp chatbot or automated system to send booking updates, such as flight itineraries, hotel confirmations, and other important information directly to customers’ smartphones.
• Personalized messages: WhatsApp can be used to send personalized messages, such as special offers or recommendations, to customers.
• Real-time updates: In case of changes or updates to the booking, companies can use WhatsApp to quickly and easily inform customers, improving the overall customer experience and reducing the likelihood of negative feedback.

3. Make payments, billing, and collecting invoices simpler

• Mobile payments: WhatsApp can be integrated with mobile payment systems, allowing customers to securely make payments directly through the app. WhatCX moves seamlessly into your existing systems to simplify payment and boost workflow efficiencies. 
• Invoicing: Companies can use WhatsApp to send invoices directly to customers, reducing the time and effort required for billing and payment collection.
• Payment reminders: Teams can use WhatsApp to send reminders to customers who have not yet paid their invoices, helping to reduce outstanding payments and improve cash flow.
• Payment receipts: With WhatsApp, you can send payment receipts directly to customers, providing a clear and convenient record of transactions.

4. Personalize recommendations for customers on WhatsApp

• Customer data analysis: Companies can use customer data to understand their preferences, booking history, and other important information, which can be used to provide personalized recommendations.
• Chatbots: Companies can use chatbots to provide personalized recommendations in real-time, such as suggested travel destinations, hotels, restaurants, and activities.
• Human support: WhatsApp API can provide personalized recommendations through human customer service representatives, who can use customer data to offer tailored advice and support.
• Multimedia content: Businesses can use WhatsApp’s multimedia capabilities to send images, videos, and other content to customers, providing a more engaging and personalized experience.

Final Thoughts

With WhatCX’s API solution, travelers can check in and receive their boarding passes more quickly. It could be received right on WhatsApp without scrolling the website or waiting in long lines at booking counters.

By leveraging the convenience and accessibility of WhatCX, travel, and hospitality companies can improve customer engagement and build stronger relationships with their customers. This, in turn, leads to increased customer loyalty and boosts NPS.

Discover the benefits of WhatsApp for the travel & hospitality industry and start serving your customers better by elevating customers’ experiences with the WhatsApp Business Solution on WhatCX.