It’s been almost 10 years since WhatsApp hit the market for individual users and people all around the world just can’t seem to get enough of it. Why would they, really? This particular app has become incredibly popular and its applicability now goes beyond the entertainment function. In the beginning of this year, WhatsApp unveiled their Business app to small businesses, slowly adding new regions to the list of available countries. Until now, many mid- and large- sized companies have been strategizing and planning how to add WhatsApp to their communication mix. Anticipating all of the issues that hotels will face, TrustYou is gearing up to add WhatsApp to our Guest Messaging solution, joining FB Messenger, Google Messaging, SMS, Webchat, and Email solutions. So here’s why you should definitely look into the benefits of WhatsApp to prepare for the inevitable future!
First of all, it’s no longer a secret that communication between guests and hotel staff is often used in in form of direct messaging. Our study shows that guests are significantly more likely to have a better experience when communicating through text messages and on social media. Also, keeping the lines of communication open during the on-site phase means that travelers are provided with an additional way of expressing their opinion and concerns on the spot. They are extremely likely (91%) to report service issues during their stay, which enables hoteliers to improve the overall experience and avoid negative post-stay reviews.
Among many options in terms of direct messaging – SMS, Facebook messenger, etc.- what does WhatsApp have to offer and why should you use it? Well, first of all, as already mentioned, WhatsApp is incredibly popular, especially among the younger generations who have become accustomed to using it all day, every day. It is estimated that WhatsApp has currently over 1.2 billion users worldwide, which is more than Twitter and Snapchat combined.
Data shows that WhatsApp has the strongest geographic position, being the top messaging app in 128 countries across the globe. It is also one of the most popular social platforms in general, being surpassed only by Facebook and Youtube. Stats show that WhatsApp handles more than 1.6 billion photos per day, having made its way into the everyday lives of users everywhere.
Keeping some level of comfort when communicating with guests is essential and providing them with means that they are already familiar with is something that can make your hotel business more approachable and personal. This is also enforced by the fact that WhatsApp requires phone numbers, which means that you can break through the email spam folder and reach your guest more easily, through a trustworthy connection.
Also, the familiarity of the app is most likely applicable in the case of the hotel staff as well, so training is more or less unnecessary. Being such a highly frequented service means that both hotel guests and hotel staff will easily transition towards using it for business communication.
