Five things to know about the brands using WhatsApp for customer service
From airlines to tech help companies, the platform is providing a new channel for communication
From airlines to tech help companies, the platform is providing a new channel for communication. Etihad Airways: Following on the heels of KLM, Etihad launched its WhatsApp Business solution in July to enable passengers to seek help or information, while the airline can also forward updated flight details. “Air travellers around the world use WhatsApp in their daily lives and so it is an ideal channel for them to communicate with the airline,” said Robin Kamark, Etihad’s chief commercial officer. Careem: The ride-hailing app was arguably the first company in the region to integrate WhatsApp into customer communications. First going live to a pilot group, customers are now able to use WhatsApp to message Careem customer service for a two-way dialogue. Careem’s SVP of Operations, Sandeep Shetty, said it’s in line with the company’s drive for optimum engagement. Meliá Hotels: The Spanish hotel group has been expanding its footprint in the Middle East in recent years and has started using the WhatsApp Business solution as a means of improving its digital customer relationships. To date, WhatsApp will be used to send guests their booking confirmation number, the hotel’s location and contact telephone number. Geeks.ae: The Dubai-based consumer-tech trouble-shooting start-up uses WhatsApp as a primary point of contact to book appointments, share location for call-outs and enable customer feedback. On its “contact” page, WhatsApp is now listed alongside the office number, a sign that phone calls are increasingly falling out of favour with younger customers. Jazeera Airways: Although KLM claimed to be the first airline to launch a WhatsApp service, Kuwait’s Jazeera Airways was actually enabling two-way dialogue with passengers as early as 2016. It launched a dedicated number to allow for queries about bookings and flight times to be conducted directly – and promised three-minute response times.