Business travellers who are used to using the famous instant messaging application will be able to add a useful new contact to their network. WhatsApp. Air France announced on Tuesday that it was joining the group of market players connected to WhatsApp, such as Latam or Amex GBT. The company already had a presence on Facebook Messenger.
The aim, of course, is for the carrier to improve the responsiveness of its customer relations, with a new channel of exchange accessible 7 days a week. Air France's WhatsApp service is available in 22 countries and in four languages French, but also English, Italian and Portuguese/Brazilian.
The Air France WhatsApp account meets a range of travellers' needs. A chatbot - called "Louis" - is responsible for answering the most basic questions, while an Air France contact will take over for more specific queries. However, if the passenger so wishes, the airline can also send him or her notifications at every stage of the journey: sending the card, changing the boarding time or gate, or making the last call before the gates close. On arrival, Air France can also specify the baggage delivery conveyor via WhatsApp. Personalised commercial offers" will also be part of the programme, for example offering access to the Air France airport lounge.
Initial feedback has already been positive, according to the group's customer service department: " We are delighted to see that this new channel has met with immediate success. great success It is now the Air France's second digital contact point "says Stéphanie Charlaix-Meyer, Head of Customer Services at Air France-KLM. She adds: " This popularity confirms the proximity strategy adopted by Air France in terms of customer service, a strategy that we will continue to pursue. expand into other markets ".
Nicolas Farin, Head of WhatsApp Business in EMEA, said: "WhatsApp is the world's largest business-to-business network. We are proud to connect Air France with both new and existing customers via one of their most used communication channels. We hope this partnership will continue to enhance the customer journey via WhatsApp, offering a better, faster and more personalised experience, accessible directly from their mobile. ".
