Users can also block businesses from contacting them.įurther, if a business responds to a customer’s query in less than 24 hours, it will be free, but if it exceeds that time, messages are charged. Opting out of the service is also easy - with BookMyShow, for instance, all that the user needs to do is send a ‘STOP’ message to put an end to the updates. For example, on an airline’s website, users can opt to receive flight updates via WhatsApp instead of e-mail. To ensure that companies do not inundate users with unwanted messages, businesses using the WhatsApp Business API need to gain permission from customers to send them a message.

For the latter, users will be required to opt-in for such communication, if interested. A BookMyShow spokesperson shares that going forward, it will look at adding more use cases such as enabling customer support directly via WhatsApp and sharing relevant content with users based on their interests. Marketers, in general, agree that the platform is effective to improve user experiences rather than as a marketing tool. For instance, it allows QR code, which is a requisite for entry into cinema halls, to be available offline.

The company says the platform allows sending richer data, resulting in better user experience, as compared to traditional text messaging or SMS. Online ticketing platform BookMyShow, found out through its in-house survey that around 98% of users prefer communication via WhatsApp, instead of over SMS or e-mail. It also integrated a map-based order tracking system so customers could be informed about the location of the delivery executive in real time. Meanwhile, food delivery company Swiggy, too, experimented with the platform, mostly to inform customers about the status of their order. The company also uses WhatsApp to provide customers with a way to receive and retrieve their booking information.

Saujanya Shrivastava, group CMO, MakeMyTrip, says that by offering customer support over WhatsApp, the company sees a 15% reduction in refund-related calls to its customer care centres.

For online travel services company MakeMyTrip, WhatsApp solves refund and ticket related issues.

Whatsapp business costs