First airline to use WhatsApp for customer care

Air France-KLM subsidiary Transavia sees app’s potential
Airlines now habitually deploy Twitter and Facebook for customer care. In China, where these two social media giants are blocked, networks like Sina Weibo and the messaging app WeChat are used instead.
Messaging platform WhatsApp, which has more than 600 million active users worldwide, is also coming into use for professional online customer service. Now the first airline to use it, Air France-KLM low-cost subsidiary Transavia, is integrating it into its webcare channels alongside Twitter and Facebook.
Customers can ask questions via the app, for example with questions about an existing booking, rules about hand luggage or how to check in online. Transavia says it tries to respond within an hour, seven days a week between 08:00 and 22:00.
“We want everyone to make it as easy as possible to get in touch with Transavia,” explains Roy Scheerder, Transavia’s commercial director. “We see WhatsApp as a nice addition to the already existing possibilities such as Facebook and Twitter. […] Because of the accessibility of WhatsApp customers expect an even quicker reaction than via Twitter and Facebook.”
Airline Trends
[image courtesy WhatsApp]


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