Messaging App Campaigns

7 Ways Companies Are Using Whatsapp Customer Service

By March 27, 2020October 16th, 2020No Comments
7 Ways Companies Are Using Whatsapp Customer Service

They say the customer is always right. And the customers of today have spoken. There are 2 billion users on WhatsApp, so offering quality customer service via WhatsApp is a must. This article identifies companies using WhatsApp to offer a variety of WhatsApp Customer Services.

Interested in using WhatsApp for your business but don’t know how? We’ve put together a guide to show you how to use WhatsApp Business for Sales and Support teams. Check out our A to Z guide for setting up a WhatsApp CRM for your company here.

Many businesses are already using WhatsApp to engage with customers. Here's a list of top companies using WhatsApp for Customer Service:

  1. KLM WhatsApp Customer Service
  2. Alfa-Bank WhatsApp Customer Service
  3. Tata Sky WhatsApp Customer Service
  4. OYO WhatsApp Customer Service
  5. World Health Organization WhatsApp Hotline
  6. Bupa WhatsApp Customer Service
  7. Yas Island WhatsApp Customer Service

1. KLM WhatsApp Customer Service

KLM is one of the most forward thinking companies we have seen when it comes to becoming a WhatsApp brand and using WhatsApp for customer service. Thanks to KLM's use of the WhatsApp Business API, passengers can receive their flight information and notifications on WhatsApp.

KLM supports Facebook Messenger, WeChat, Twitter and WhatsApp for booking notifications.
The Messaging Apps KLM Supports

After booking their flight on KLM website, flyers can receive their booking confirmations, boarding passes, check-in notifications, and flight status on their WhatsApp app. The whole process makes it easier for passengers to receive all their flight details and documentation on their favorite platform in a single place whether they are in the office, home, or en route to the airport.

How Do KLM WhatsApp Booking & Notifications Work?

After you've entered all the necessary booking details on KLM.com, you'll be offered the option of getting your flight documentation via your Messaging apps. If you've missed this page and you still want to activate your notifications you can actually message KLM directly at +31 20 649 0787 on WhatsApp.

You can select WhatsApp, Twitter or WeChat for KLM booking notifications.
Channels KLM Makes Available for Booking Notifications

Although we haven't recently booked a flight on KLM we tried messaging the number to experience their customer service via WhatsApp. You'll be pleased to find that there is a friendly WhatsApp customer service agent on the other side who will ask you for your booking details and then patch through the notifications once they are confident that you are who you say you are.

Video of KLM WhatsApp Booking Notifications

Once you've opted in for WhatsApp notifications, KLM will send you your flight information directly through WhatsApp. The app will remind you when it's time to check in and then send a scannable photo boarding pass that you can use at the gate.

Are KLM WhatsApp Customer Services A Success?

Flyers can also ask questions 24/7 such as whether they can change their seats, etc. KLM can answer questions in several languages including English, German, Italian, Dutch, Spanish, French, Portuguese, Japanese, Chinese and Korean. After ending the chat session, I didn’t get any further notifications, travel recommendations, or other promotional campaigns, which is something I expected. Great job KLM on your customer services via WhatsApp.

2. Alfa-Bank WhatsApp Customer Service

Alfa-Bank, one of the largest banks in Kazakhstan, has started using WhatsApp Business API for customer service. Account-holders can receive account information, payment reminders and operational support among other WhatsApp Customer Services.

Alfa-Bank, one of the largest banks in Kazakhstan, has started using WhatsApp Business API to communicate with customers. Account-holders can receive account information, payment reminders and operational support over WhatsApp. There was no generic greeting message or main menu in the chat. We had specific questions and were able to ask them straight away. It was a short, direct conversation. As we do not have an account with Alfa-Bank a feature we couldn't test out was their notification services.  For those interested, Alfa-Bank can assist you on WhatsApp to start the process of opening a bank account online for your company. This service is not available for retail accounts.
The Alfa-Bank Official WhatsApp Business Account

Many banks have started using messaging apps to service simple banking inquiries, but this is mainly through chatbots and notifications. Alfa-Bank is offering customer service via WhatsApp in a different way.

How Do Alfa-Bank WhatsApp Banking Services Work?

To speak to a human representative, add Alfa-Bank's WhatsApp number to your contact list and send the first message to start using WhatsApp for customer service. We received a typed response to each message we sent and always got a reply within 2 minutes.

To speak to a human representative, add Alfa-Bank's WhatsApp number to your contact list and send the first message to start chatting. We received a typed response to each message we sent and always got a reply within 2 minutes. There was no generic greeting message or main menu in the chat. We had specific questions and were able to ask them straight away. It was a short, direct conversation. As we do not have an account with Alfa-Bank a feature we couldn't test out was their notification services.  For those interested, Alfa-Bank can assist you on WhatsApp to start the process of opening a bank account online for your company. This service is not available for retail accounts.
Alfa-Bank Customer Service on WhatsApp

There was no generic greeting message or main menu in the chat. We had specific questions and were able to ask them straight away. It was a short, direct conversation. As we do not have an account with Alfa-Bank a feature we couldn't test out was their notification services. For those interested, Alfa-Bank can assist you on WhatsApp to start the process of opening a bank account online for your company. This service is not available for retail accounts.

Are Alfa-Bank WhatsApp Customer Services & Notifications A Success?

Alfa-Bank does NOT use a chatbot for their WhatsApp customer services. This breaks away from the industry norm for banks offering customer service via WhatsApp. By putting you in touch with a person straight away, Alfa-Bank is setting a new standard amongst banks using WhatsApp for customer service.

We envy you Alfa-Bank customers. Your bank uses WhatsApp to provide you with direct access to quality human support. Let's hope more banks rethink their notification-heavy, chatbot strategies and provide WhatsApp customer service a little more like this in the future.

3. Tata Sky WhatsApp Customer Service

Tata Sky is a Direct Broadcast Satellite provider in India. Users subscribe to their services to watch the Premier League and other channels. With WhatsApp being the most popular messaging app in India by far, allowing their customers to change account settings over WhatsApp was a no brainer.

Tata Sky is a Direct Broadcast Satellite provider in India. Users subscribe to their services to watch the Premier League and other channels. With WhatsApp being the most popular messaging app in India by far, allowing their customers to change account settings over WhatsApp was a no brainer.
Tata Sky WhatsApp Customer Service

In early 2018 Tata Sky had enabled their WhatsApp number but only allowed for checking your account balance. Since then the Tata Sky WhatsApp account has expanded to allow for a full range of services including:

  • Checking Account Balance
  • Adding/Removing Channels or Channel Packs
  • Topping Up Account Balance
  • Refreshing the Account to Reflect Changes

With Tata Sky's WhatsApp Customer Services you will no longer have to get up from the couch and go to the computer to add a channel. You'll be able to pull out your phone and add a channel without ever leaving the paradise known as a couch. A new era of couch customer service via WhatsApp is brought to you by Tata Sky.

How Does Tata Sky Offer Services Over WhatsApp?

Rather than making a WhatsApp marketing campaign designed to acquire new customers, Tata Sky is providing account servicing over WhatsApp to retain customers and reduce account management costs. In alignment with these goals, we haven't seen this service advertised on the companies Facebook page or anywhere else. Customers will likely learn about this WhatsApp customer service through the companies account portal or on the Tata Sky Website.

Rather than a WhatsApp marketing campaign that is designed to acquire new customers, Tata Sky is providing account servicing over WhatsApp to retain customers and reduce account management costs.In alignment with these goals, we haven't seen this service advertised on the companies Facebook page or anywhere else. Customers will likely learn about this WhatsApp service through the companies account portal or on the Tata Sky website
Adding A Tata Sky Channel on WhatsApp | Source: BGR

There are three ways for a Tata Sky customer to join the account:

  1. Add the WhatsApp number to their contacts and send a message
  2. Call a predefined number, Tata Sky will send a message over WhatsApp
  3. Send WHATSAPP as an SMS to a predefined number, Tata Sky will reply over Whatsapp

In all of these scenarios, the account servicing features will only work if the user has already registered their mobile phone number in the Tata Sky Account Servicing portal.

Is Tata Sky Account Servicing via WhatsApp a Success?

Only an internal team can answer this question, but we do wonder about the overall utility of this initiative. Checking account balances over WhatsApp makes sense; however, adding and removing channels is a complex interaction that requires check out and payment.

When adding or removing channels, the Tata Sky WhatsApp account will send the user a short link to the online portal to confirm the extra charges and check out. Since this interaction passes the user over to a mobile browser, which will force the user to log in, we wonder if this interaction would better to do over the Tata Sky app.

4. OYO WhatsApp Customer Service

With WhatsApp dominating the messenger landscape in many if not most developing countries, it's not surprising that OYO an Indian hotel booking site is taking the lead in using WhatsApp for Customer Service.

With WhatsApp dominating the messenger landscape in many if not most developing countries, it's not surprising that OYO an Indian hotel booking site is taking the lead in using WhatsApp for Customer Service. What OYO has set up here is not technically groundbreaking. Users can use the WhatsApp channel in 3 main ways: Receive a booking confirmation Receive hotel directions on the day of check in Cancel their booking.
OYO WhatsApp Booking & Notifications

How Do OYO WhatsApp Booking & Notifications Work?

What OYO has set up here is not technically groundbreaking. Users can use the WhatsApp channel in 3 main ways:

  • Receive a booking confirmation
  • Receive hotel directions on the day of check in
  • Cancel their booking.

Are OYO WhatsApp Customer Services A Success?

Although not technically groundbreaking, convenience wise it is astonishing. WhatsApp ability to run smoothly even on the lowest tier devices and a minuscule amount of data consumption creates accessibility for everyone. It could mean that you spend all of 3 seconds getting the address you need instead of spending 10 minutes opening their app and trying to load your booking history.

5. World Health Organization WhatsApp Hotline for COVID-19

There's a good chance you've been getting spammed with long WhatsApp messages about the coronavirus. We've all received them from friends, relatives and colleagues. But the COVID-19 pandemic is not a time to be engaging with any fake news. The World Health Organization is setting the facts straight! The WHO has created an official WhatsApp Business account to offer WHO Health Alerts with the latest facts and figures.

How Does the World Health Organization WhatsApp Hotline Work?

Text "hi" to +41 79 893 1892 on WhatsApp. Within seconds you'll receive back a text from the WHO with a variety of menu items. The WHO provides information on the latest coronavirus infection rates, travel advisories, and much-needed mythbusters!

There's a good chance you've been getting spammed with long WhatsApp messages about the coronavirus. We've all received them from friends, relatives and colleagues. But the COVID-19 pandemic is not a time to be engaging with any fake news. The World Health Organization is setting the facts straight! The WHO has created an official WhatsApp Business account to offer WHO Health Alerts with the latest facts and figures.
The World Health Organization WhatsApp Hotline for COVID-19

This is the modern-day WhatsApp health hotline you've been waiting for. The chatbot responds within seconds and you can get answers straight from the World Health Organization. The WHO can also send out proactive alerts as needed to everyone who's sent them a message.

This is the modern-day WhatsApp health hotline you've been waiting for. The chatbot responds within seconds and you can get answers straight from the World Health Organization. The WHO can also send out proactive alerts as needed to everyone who's sent them a message. You can even pick menu options simply by sending emojis as opposed to words or numbers.
The WHO WhatsApp Customer Service Health Alerts Features

You can even pick menu options simply by sending emojis as opposed to words or numbers. For example, to know the latest infection rate numbers around the world, you can use this number emoji 👉🔢to receive those figures. Those who want to make a contribution to the World Health Organization's efforts can select the last option on the WHO Health Alerts menu which is for donations.

Is the World Health Organization WhatsApp Hotline a Success?

The WHO Health Alerts are a useful free service on WhatsApp. The chatbot provides a convenient way for everyone to keep up to date with the latest COVID-19 figures and check their facts with an official source. Thank you World Health Organization for providing a customer service via WhatsApp that is helping to put an end to the spread of misinformation on this messaging platform. We recommend adding WHO Health Alerts on WhatsApp to help you stay safe and informed about the coronavirus disease.

6. Bupa WhatsApp Customer Service

It’s annoying to hold for something as important as insurance right? Wouldn’t it be nice to message your insurance company on WhatsApp? Bupa Australia is here to help, they’ve just launched WhatsApp customer service, let’s see how it looks so far.

How Does Bupa offer Customer Service over WhatsApp?

There are two ways to start the chat. During a call, you may be directed to WhatsApp by an automated voice. Or you can start by using a WhatsApp chat link on their website.

This is a picture of a WhatsApp chat link of Bupa Australia. There are two ways to start the chat. During a call, you may be directed to WhatsApp by an automated voice. Or you can start by using a WhatsApp chat link on their website.  Bupa Australia has recently launched WhatsApp customer service to let customers resolve their insurance inquiries on-the-go.
Bupa WhatsApp Chat Link

Gloriously, once you’ve sent a message you’ll be connected to a real person. And because it’s a real person there’s a lot that you can do including sign up for insurance plans, get a price quote or even make a claim. Here’s what happened when we tested the service.

To test, we inquired about health insurance plans and the agent asked a series of questions including the conditions we want to be covered for and how often we go to the doctor. She even offered to check if our employer had a corporate discount.

This is a picture of WhatsApp chat conversation with a Bupa Australia customer service agent. We inquired about health insurance plans and the agent asked a series of questions including the conditions we want to be covered for and how often we go to the doctor. She even offered to check if our employer had a corporate discount. Bupa Australia launched WhatsApp customer service to let customers resolve their insurance inquiries on-the-go.
Bupa WhatsApp Customer Service

Once we answered the questions, she linked us to a recommended plan on the Bupa website so we could examine the coverage details. Although we couldn’t get a price quote through WhatsApp, the agent made understanding the best plan for us easy.

Is Bupa WhatsApp Customer Service a Success?

Since the service just launched, we won’t know if this is going to be a long term success but we certainly had a good experience. As in a phone call, we had a detailed conversation with the agent but didn’t have to hold to do so.

The agent always replied within a few minutes, plus we had a written record of the entire conversation that we could reference later. As well as somewhere to ask follow up questions later once we’d gone over the policy.

This was the type of customer service people want, we just wish it didn’t take Covid 19 to get there.

7. Yas Island WhatsApp Customer Service

Yas Island is a massive recreation facility situated in Abu Dhabi that include race tracks, theme parks, hotels and much more. To help visitors plan their vacation and make their stay easier, Yas Island has rolled out a WhatsApp Customer Service channel.

How Does the Yas Island WhatsApp Customer Service Channel Work?

Yas Island visitors have two ways to discover the channel. They can add the number listed on the Yas Island website and Facebook page. Or they can use the WhatsApp Click to Chat link shown on the Yas Island website contact page.

Yas Island visitors have two ways to discover the channel. They can add the number listed on the Yas Island website and Facebook page. Or they can use the WhatsApp Click to Chat link shown on the Yas Island website contact page.
Yas Island WhatsApp Chat Link

To join the channel, start the chat by sending a message. An automated response will provide a menu with a list of commonly asked questions, ranging from directions to events. You can select an option by answering with the numbers 1 to 11.

The automated response provides a mixture of long and short answers. For questions that require additional detail, you’ll be asked to choose from more options or directed to their website via a link. If you misspell your message, you’ll get a pleasant surprise.

Yas Island Customer Service Live Agent

Although there's no indication, you can actually talk to a live agent, you’ll be given the option after typing a specific question or misspelling something like we did. It’s not instantaneous, but you’ll get an expected wait time to talk to someone.

In our case, the wait time was about 1 minute which is pretty amazing considering we thought this was going to be a fully automated experience.

Is the Yas Island Whatsapp Customer Service Channel a Success?

Undoubtedly the answer is yes. Combining automated messaging with a live agent often results in a messy experience, so companies choose either a live agent or automated messaging but not both. This solution by Yas Island is one the best we’ve ever seen.

At the end of the day, the goal of customer service is to give the customers the information they need, while providing a pleasant experience. Have they met these goals? With both instant automated responses and live agents, we certainly think so.

Are You Looking For Even More WhatsApp Success Stories?

We've got them coming, we'll be updating this blog regularly. If you're interested in more info on how to use WhatsApp you'll want to check out:

7 Ways Companies Are Using Whatsapp Customer Service
Jacky

Jacky

Jacky is a Content Writer at Respond.io. Her previous roles include positions at Standard Chartered, PARKLU, and ThirtyThree.

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