Olaf Ouwerkerk of NLE has an answer to that: “It is of course a tool that everyone knows and uses a lot. It is accessible and everyone understands it.” Marco Langendam of 9292 , the service channel for travel information about public transport, adds: “I think that an important pillar of the success of WhatsApp as a service channel is that people experience it as something truly personal; a digital and personal conversation. I also think that our customers find it important that they have privacy via WhatsApp; that it is not a public channel. And let’s face it: not everyone tweets, but everyone uses WhatsApp.”
When does a customer actually use WhatsApp?
Jerry Downing says: “It’s a channel that’s us for many types of questions, but especially when netherlands phone number librarypeople want a quick answer from us, when they’re in a hurry; ‘I’m packing, my flight is in 3 hours: how many kilos can I take again?’ So people expect a relatively quick answer, even more so than on Twitter and Facebook.
Langendam of 9292 currently sees the opposite: “We see that people ask us questions in real time via Twitter and that the questions via WhatsApp are mainly preparatory for their trip. But hey, we haven’t been fully operational for very long, so who knows, that might change.” Langendam does emphasize that no travel advice or fare information is given via WhatsApp. For this, reference is made to the website and app of 9292.
Spe is importantBut why is the
Carin Vree of NLE: “It sounds contradictory; we try to respond very quickly with Whats #esmarketingonline’s birthday pp, but we don’t use a clock. That means that we try to take action immiately and, once contact has been made, take time for our customer. We handle 93 percent of messages via WhatsApp within an hour and on average we write 11 messages per conversation. In terms of numbers, the channel is by far the most important social channel for caseno email list us and that is why we are extra focus on doing really well.”
I think an important pillar of the success of WhatsApp as a service channel is that people experience it as something truly personal; a digital and personal conversation.