Travel management company CWT is integrating WhatsApp into its traveller support channels, with the functionality currently available to a select number of customers taking part in a pilot. It expects to complete a full roll-out to all customers later this year.
Its messaging service can already be accessed through the myCWT web and mobile apps, Microsoft Teams and Workplace from Meta, and can be used to make bookings and modifications and make general enquiries.
More than 175 million people message a business on WhatsApp every day, according to the TMC, making it "an ideal addition to CWT's suite of channels".
The company's messaging channels are backed by a team of travel consultants to offer a "rapid, customised and efficient response service" and also make use of AI and natural language processing to categorise and resolve queries.
“Since its launch in late 2019, the convenience of our messaging service has quickly made it the preferred support channel for many travellers, with customer satisfaction scores of over 90 per cent,” said Erica Antony, CWT's Chief Product Officer.
“We remain focused on creating a simple, efficient, and personalised service experience for our customers, and the integration with WhatsApp allows us to give travellers even greater choice in how they can reach us for assistance.”
CWT was recently ranked by BTN Europe as the third largest TMC in the continent.