“We also notice that people react more calmly and decently on this channel than on Facebook and Twitter,” says Vree. “We see that the sentiment on Twitter and Facebook is often somewhat negative, people are quicker to express their dissatisfaction in an unqualifi manner. caseno email list On WhatsApp, the conversations are often personal and therefore calmer.”
Jerry Downing of Transavia recognizes this: “Many customers also thank our customer advisors with their first name when concluding the conversation. Very nice for them. You also see that the language us on WhatsApp is different: more personal. Customers often use colloquial language and relatively many emoticons. We also respond with emoticons; that is informal, but we maintain a businesslike undertone. By the way, you have to be a bit careful with humor and with new zealand phone number library emoticons too: you are less likely to be taken seriously by the customer. We pay close attention to that at Transavia.”
Use emoticons?
At 9292 they can’t use emoticons at the moment due to the browser settings. “We currently experience that as a shortcoming in WhatsApp use,” says Marco Langendam of 9292. “It is certainly a point of attention to quickly address.” At 9292 they do notice that the conversations are personal, friendly and more understanding. The use of emoticons will only reinforce this.
Olaf Ouwerkerk from NLE recognizes the emphasis on personal contact during the chat: “Customers feel as if they are chatting with a friend.”
Are there any disadvantages to using WhatsApp?
“What remains a tricky point, of course, is the fact that WhatsApp has no official API,” Jerry Downing says. “That makes you dependent on an unofficial API. And sometimes, when processing high volumes of messages, it feels like skating on thin ice. WhatsApp is allergic to too much commercial use of their app.Work is increasingly moving to the digital domain. Employees want tools that facilitate this: tools to be more productive, to have to email less and to collaborate more easily. For this, we have an internal platform within KPN, TeamKPN, which we develop step by step from a social platform to a social digital workplace. In other words: from #icebucketchallenge, the summer phenomenon just communicating to communicating and really collaborating. The time was ripe for that. But there was also something that prec that. I would like to share the lessons learn and the success factors here.