10 October 2022 | Blog
Infographic | 8 reasons airlines should be using WhatsApp to boost customer satisfaction
WhatsApp is the most popular messaging app in the world and its range of features can help airlines boost customer satisfaction.
With disruption at unprecedented levels and customer support teams managing high levels of inbound and outbound calls, airlines are increasingly looking to modify the ways in which they communicate with customers.
As the most widely used global instant messaging service, airlines are increasingly turning towards WhatsApp as an important channel for communicating with their passengers. We recently launched WhatsApp as an optional send channel within the 15below user interface, allowing airlines to use the most appropriate medium to deliver critical flight status information.
Our latest infographic highlights 8 key reasons that airlines should be using WhatsApp to boost customer satisfaction:
1) Its popularity is unprecedented
- WhatsApp is the most popular messaging app in over 100 countries. (Business of Apps)
- The average WhatsApp user on Android spends 38 minutes per day on the app. (Hootsuite)
2) It puts you where your customers are
- 75% of adults want to message with businesses the same way they do with friends and family. (McKinsey)
- With 2 billion active users, using WhatsApp means you can be where your customers are. (WhatsApp)
- WhatsApp is one of the fastest growing communication platforms in the world.
3) Users are highly engaged
- Over 100 billion messages are sent each day, so your notifications are unlikely to be missed or ignored. (techcrunch.com)
- 175 million people send messages to business accounts on WhatsApp every day. (Will Cathcart, Head of WhatsApp)
4) You're not limited to text
- Rich content capability makes it the perfect channel for sending boarding passes, links to required documents and ancillary offers.
5) It's what your customers want
- 61% would rather message a business then call a contact centre. (Facebook)
- 59% choose messaging over email. (Facebook)
6) Message length is not prohibitive
- WhatsApp messages can contain up to 4096 characters, so there's no need to leave out any important information. SMS notifications are limited to 160 characters.
7) Regular updates can be very cost-effective
- You only pay once in a 24-hour period, no matter how many messages you send - making it perfect for sending regular updates like flight status notifications.
8) It provides the ultimate customer service
- 7 in 10 businesses think they're communicating effectively with their customers, but only 2 out of 10 customers agree. (Facebook)
- For Barcelona-based insurance brand RACC, introducing WhatsApp resulted not only in a 20% decrease in inbound calls, but a 70% decrease in case-handling time, 9.7-10 customer satisfaction score, and 48% of its claims are now fully automated - a big win for both RACC and it's customers. (hubtype.com)