It is super clear that WhatsApp is the most widespread messaging app globally. It is the first choice for communication when it comes to immediacy. It is not surprising, then, that there has been a natural and progressive evolution to use this tool also at a business level and obviously in the tourism sector.
The convenience that WhatsApp offers is indisputable, which is why companies have opted for its implementation. The proximity and accessibility to their customers are clear. However, it may not be enough for companies that are already consolidated, or that have more complex logistics, such as travel agencies, for example.
WhatsApp Messenger is no longer a viable option for this. But using WhatsApp for travel agencies is feasible if it is used in its Business version, so making this change is the first thing a company of this type should do.
Travel agencies receive a large number of messages with queries from users. It is essential the organization to give a good service and so that employees can have a good pace of work. It allows for a correct management of information, for the proper handling of the information that the company is looking for. This is possible to do with the proper implementation of WhatsApp functions for travel agencies.
Company profile
Having the company’s information in the profile is among the most essential functions of WhatsApp Business. You can include the opening hours, the address written and indicated on Google Maps and a description of the company. A matching profile picture will also be very useful.
The information displayed in the WhatsApp profile for travel agencies allows customers to have at a glance a lot of useful information that is often asked about. The aim is to avoid questions that necessarily involve sending a message. As a result, a large part of the conversation is saved. This reduces the workload and provides better customer service.
Give access to an entire team of agents
When you use a platform like Callbell, which integrates WhatsApp Business API into it, you can have multiple agents handling customer service at the same time. This, of course, offers a better service because response times decrease considerably.
In addition, with less workload, the attention that the customer will receive will be much more personalized. Using WhatsApp Business for travel agencies is key because the target to which the trips are directed requires the resolution of many doubts, personalized travel packages, and careful attention to detail, among other things.
In addition, the implementation of a CRM integrates an interesting function: the notes. They serve as a communication channel between agents. They work excellently when a different operator attends to a customer, giving continuity to a pending issue. He will only have to read the notes of his colleague and will give the customer the feeling that he is being served with continuity.
The labels
As an organizational tool, the tags used in WhatsApp Business for travel agencies are very powerful. The idea is to establish useful categories for managing groups of customers, depending on how they need to be attended to. For example, those who are in the process of a sale, those who have a pending payment, those who need to change flight dates, etc.
It is imperative that the company has a strict, competent and clear guideline to make these classifications; and the agents must respect it according to the established criteria. This will help in terms of information, which will give a lot of data for the agents to work with.
Message scheduling and automation
Automation has many advantages for customers and for businesses. WhatsApp Business does not allow for very complex routing, but the implementation of APIs or CRM platforms greatly enhances the capabilities of WhatsApp for travel agencies. Creating message routes, with which the user can navigate according to their responses, is almost essential for outstanding control and productivity.
How does it work? The user is given messages with questions and answer options, once he/she selects what they need; and he/she will go to the next automatic message or another according to the selected option. The selection is simple: just type in keywords or numbers previously configured on the platform. A tip is to choose the words very well, according to the behavior of users; it is normal that they need to be modified to achieve a smooth navigation.
The purpose of this is that the customer is served with the immediacy that only a bot or automatic routing can offer, in addition to guiding their needs intelligently. There are users who are not clear about what they want, so a guide will be very useful.
Another use, more oriented towards travel agency reservations, is to ask the user what country or city they want to travel to, in order to tell them whether or not there is availability for their trip; and, consequently, redirect them to an agent who can help them manage the rest of the doubts they have and proceed with their purchase. This is just an example of what WhatsApp can do for travel agencies, the limitation is in the ingenuity.
It is also very ingenious to make available to you options of products or services that you didn’t know before. For example, this function of an API for WhatsApp in travel agencies can be very useful to show flight packages, or put at a glance the rescheduling of your trip. The options will be chosen by the company.
Payment management via WhatsApp
It is well known that the easier it is to make a payment, the more likely it is that the user will make it. There are WhatsApp APIs for travel agencies that allow you to integrate the most popular payment platforms, allowing the customer to give the indicated data and pay, without having to resort to external options. In addition, the payment history will be reflected in the platform. It is a very simple method, and there’s no need to resort to third-party software.
Booking management via WhatsApp
There are APIs that also include in their software a section for managing reservations. It can be implemented, along with message routing, so that the customer can choose options while filling out the relevant forms. This function is exceptionally useful because it is not necessary for an agent to be present, nor for the customer to leave WhatsApp to proceed.
The interesting thing about Callbell in booking management is that automatic routing can help redirect users directly to a staff member who can help them manage the booking efficiently and automatically.
The opportunities WhatsApp offers for businesses are clear, as is the convenience it gives users. The personalized and, at the same time, efficient attention in terms of resources transmits reliability to customers, in addition to making their purchasing process much more accessible.
A sales strategy can be programmed with the proper implementation of all the tools present, which is very easy to follow with the guidelines that are configured in the message routes, labels and notes between agents. This significantly decreases the margin of error and, in turn, increases sales.
It is essential to make use of all these benefits in congruence with each other, in order to have the effectiveness you are looking for. In addition, they are very customizable, so they can be molded to the sales strategies that each company has. The proper use of WhatsApp for travel agencies allows quality customer service and promotes consistent sales.
The best tool for WhatsApp in travel agencies is Callbell. This platform offers a number of advantages when booking, managing, buying or booking flights or any type of travel ticket. Among the advantages that Callbell has, we have the automatic routing to assign conversations to the corresponding teams. We have the labels to manage the status of each client, it also has internal notes and a section to store information for each lead or customer.
Another great advantage is that with Callbell you can connect Instagram, Facebook, Telegram and WhatsApp so you will receive all messages in one place. It is also multi-agent and multi-device so you will be able to work together with your team regardless of the department (sales, support, customer service, claims, etc.).
Callbell is an easy to integrate and learn solution so it is ideal for travel agencies, if you want to know more about this platform, click here.
Frequent Questions
How can WhatsApp be of use for travel agencies?
Travel agencies receive a large number of messages with queries from users. It is essential the organization to give a good service and so that employees can have a good pace of work. It achieves a correct management of information, for the proper handling of the information that the company is looking for. This is possible to do with the proper implementation of WhatsApp functions for travel agencies that Callbell offers.
Is it possible to automate WhatsApp messages in travel agencies?
Automation has many advantages for customers and for businesses. WhatsApp Business does not allow for very complex routing, but the implementation of APIs or CRM platforms greatly enhances the capabilities of WhatsApp for travel agencies. Creating message routes, with which the user can navigate according to their responses, is almost essential for outstanding control and productivity.
How does it work? The user is given messages with questions and answer options, once he/she selects what they need; and he/she will go to the next automatic message or another according to the selected option. The selection is simple: just type in keywords or numbers previously configured on the platform. A tip is to choose the words very well, according to the behavior of users; it is normal that they need to be modified to achieve a smooth navigation.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct
