The WhatsApp Business API is transforming the travel and hospitality sectors. Effective communication strategies revolve around real-time conversations, rich media functionality, as well as personalised, convenient and secure interactions.

Improve customer retention

WhatsApp Business API is ideal for travel and hospitality and integrates with back-end systems and customer relationship systems. Its end-to-end encryption offers secure and private communication and can deliver rich media such as booking confirmations and boarding passes.

Some examples of customer service applications can include:

  • pre-ordering room service even before arriving at the hotel
  • booking a table for dinner as a surprise for your spouse, or
  • requesting room cleaning or a wake-up call.
Travel and hospitality are 24 / 7 operations — and WhatsApp Business API's automation means you can offer support at reduced costs, as templated messages and chatbots take pressure off human staff.

Seamless guest experiences

Imagine being able to inform guests, based on their profile (business or personal), about relevant services. Being proactive is a key way to make a good impression and auto-replies aims take care of this for you.

There are opportunities to provide service by asking guests if they need anything. For example, following up with guests after check-in is a way to ensure a smooth arrival process. You can also include emojis to make your text messages more fun!

Hi [GUESTNAME], did you get into your room alright? Please let us know if we can assist with anything during your stay.

Automated. Personal. Relevant

1. Message templates

Message templates are pre-approved messages that can be sent in both inbound and outbound communication with your customers.

These are a perfect way to let guests know about dinner specials, or perhaps a change to the entertainment schedule via real-time alerts. Using message templates helps you to have an authentic dialogue with your customers and conversations are relevant and personalised by using merge tags.

2. Merge tags

Whatever the use cases, messages need to be informative and relevant. Merge tags provide personalisation options with variables (or placeholders), used with unique values, such as:
  • first name
  • customer number, or
  • order number.
For example:

Hi [1]. Thank you for booking with us. Your reservation of [2] is now confirmed at a cost of [3] and with an expected arrival date of [4]. Check the status of your reservation at [5].

Individuals are encouraged to find out more about how Whatsapp Business API is transforming the travel and hospital sectors here.

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