The whopping 1 billion active users of WhatsApp makes it a suitable messaging platform with messaging in real time.
The mass appeal of the app lies in its simplicity and its seamless accessibility, engagement and end-to-end encryption which ensures privacy and sustains trust. It is much more engaging and with a higher rate of message frequency than its predecessor, the SMS.
Being tried and tested to be a great messaging tool on the personal front it can be easily extended to the B2C realm for spontaneous correspondence and interaction.
WhatsApp’s multiple engaging features including making groups, status, broadcast etc., makes it one of the most used messaging platforms. WhatsApp has a personalized approach which is reason enough to be incorporated into many industries to improve their services.
The best thing about using WhatsApp as the communication tool for businesses, in general, is that the customers are already familiar with it which makes it all the more personal and approachable. Moreover, WhatsApp requires phone numbers which helps it to grow out of the email spam folder and reach guest through a trustworthy connection.
The hotels employing WhatsApp marketing can either make use of group messaging or one to one messaging. The hoteliers can create more specific groups like one for the best customers who can be asked to first try new products; lunchtime groups; wine club and so forth.
Certain ways of using the app to drive your business and at the same time not being a pestering presence to the customer include customer service enquiries, making and managing bookings and sending menus and specials. This enables the businesses to be always on the customer’s mind when they plan to make a booking, being personalized and easy to access.
Any business aiming at customer satisfaction should be active where their customers are active. With social media becoming an omnipresent thing, hotels must keep themselves updated according to the trend taking round on different social platforms.
Though the email has worked well over the past years and continues to do so, with personalization becoming an important part of customer satisfaction, it is fading slowly. WhatsApp can provide a suitable replacement for the same, providing instantaneous responses to pre-arrival and post-departure queries of customers.
With instant communication enabled by WhatsApp, guests can contact the hotel concierge or front-desk agent for any pre-arrival queries with great ease.
Hotels can use the WhatsApp mode of communication to arrange transport, offer room service, send pictures of the room and even customize it according to the instructions.
The hotels can dedicate a mobile number just for receiving and responding to WhatsApp messages and assign someone to respond quickly to these messages, being an instant messaging app. WhatsApp chatbot could be an effective solution for this which offers services 24x7 for 365 days. The hotels can send in personalized offers to previous guests especially during off-peak customers. They can also try cross-selling by sending pertinent offers for nearby tours and outdoor activities.
The business app of WhatsApp enables hoteliers to create an official WhatsApp profile wherein they can add all important features including the address, business description, email address, website and so on. This helps them to establish the business status and enables the customers to know whether the message is spam or from an authentic business.
WhatsApp marketing, hence, offers a personalized approach to drive customers to avail your services or products. It helps both the business and customers to stay in the loop and work towards attaining higher CRM.
NOTE: Contacting people that have not given you consent to do so, is against the terms and conditions of this platform; even though, it is technically allowed. It is mandatory to obtain active opt-in consent from your users before sending them any form of messaging. We strongly advise against sending users unsolicited messages and spam. Doing so violates our terms and conditions.