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How the hotel industry can benefit from the WhatsApp Business solution

In this series of sector-related tips for the WhatsApp Business API, we're diving into the possibilities of WhatsApp for the hotel industry. How can hotels, hostels and B&Bs use the WhatsApp Business solution to enhance the customer experience?

Increase customer retention and service

Whether your guests are couples or families on a relaxing getaway or busy business people looking for a stress-free stay after a day of meetings. Whatever your target audience is, an important factor in customer experience is your service. A positive experience is among the key drivers that influence brand loyalty and set you apart from your competitors.

Examples of customer service applications through WhatsApp Business

What could that service look like? 

  • How about pre-ordering room service even before arriving at the hotel for when you're checking in late after meetings? 
  • Or how about silently booking a table for dinner as a surprise for your spouse? 
  • Or being able to request room cleaning or a wake-up call with just one word? 

Omnipresent means providing access to services right from the mobile phone, conveniently.

With the WhatsApp Business solution, consumers worldwide are familiar with WhatsApp. Many of them even prefer WhatsApp to communicate with companies. Still, even at this time, many hotels require travellers to walk to the reception or use the old-fashioned telephone in the hotel room. This means your receptionist needs to handle incoming requests at the exact time of the request. For foreigners, calling may even be a threshold due to a language barrier. The WhatsApp Business solution is the solution to this problem, with communication from their favourite communication channel, at the time that suits them.

Guest experience via WhatsApp

Proactive service is the best way to make a good impression. Why not inform your guests, targeted to the customer profile (business or holiday), about a service they might be interested in? 

The WhatsApp Business solution allows you to offer low threshold customer care at any time of day. And this won't require you to react immediately. Auto-replies will take care of this for you. How?

After making a reservation:

  1. Ask your guests to opt-in to receive notifications via WhatsApp.
  2. On the day of the reservation, send them their booking confirmation with a notification that their room ('number X') will be ready at 'Y' time.
  3. Let your guests know that they can request several services via this same WhatsApp channel.

whatsapp conversation hotel

Automated personal and relevant communication

1.Message Templates

Using message templates in automated replies allows you to have a natural conversation with your guests, making your services accessible at any time. All conversations will be personal and relevant by merging tags and combining your messaging channels to your customer data platform.

What are Message Templates, you ask? Message Templates are pre-approved messages that can be sent in both inbound and outbound communication with your customers. These messages can be used to send notifications to those customers with an active opt-in to receive timely notification from your business or to help you send quick replies whenever a person contacts your support desk via WhatsApp.

2. Merge tags

Whatever the use case, your messages need to be valuable, informative and relevant. This means personalisation is key. To personalise the message, you can use merge tags. Each of the placeholders can be filled with letters, digits, special characters and spaces. Using Message Templates and merge tags, you can easily request and send all necessary information in an automated flow—immediate service targeted at the guests' needs.

Custom Message Templates

These are just a few examples of how you can use the WhatsApp Business API Message Templates to inform guests of an improved customer experience actively. WhatsApp and your WhatsApp Business solution provider may provide you with Message Templates, or you can request your own. Approval of Message Templates is done by WhatsApp and your WhatsApp Business solution provider.

Start the conversation

The above was just one example of how you can use the WhatsApp API Message Templates to inform guests of an improved customer experience actively. It is important to note that you will need an active opt-in from your customer to receive the specified information for outbound use of these Templates. Otherwise, they may be used only in the customer care window initiated by the customer.

With WhatsApp Business, you can - of course - also have a spontaneous chat, where you can send messages, enriched with media, in response to a customer-initiated conversation. Long story short, WhatsApp Business's possibilities for personal and relevant interaction with your customers are practically limitless. What will your use case be?

Are you ready to take your customer experience to the next level? Request a WhatsApp Business account today.

Learn more

Are you ready to take your customer experience to the next level? Request a WhatsApp Business account today.

Learn more
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

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