Episode 14 – Whatsapp as the New Frontier for Social Customer Service

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Whatsapp as the New Frontier for Social Customer Service

A Tech Tuesday Episode. All things Technology related to providing digital customer service.

Brought to you by:

  • The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care.
  • MorningBrooke Digital. Visit www.MorningBrookeDigital.com for help with creating strategies around holiday coverage and more!

“When the winds of change blow, some people build walls while others build windmills.” – Chinese Proverb

Book of the day: Whatsapp – Complete Guide: How to use Whatsapp and exchange messages without having to pay for SMS – Robert Ferulie

What’s Up with Whatsapp and Customer Service

  • What’s Happening:  KLM was announced as the first airline with a verified business account.
  • Why This Matters: KLM is piloting a program where they will transact business and provide customer support over Whatsapp so that customers can “connect in a fast, easy way,” according to KLM.
  • Why Whatsapp?
    • Offers secure messaging that can only be accessed by the brand and the user. Cannot even be accessed by Whatsapp.
    • Whatsapp has over 1 Billion users worldwide.
  • What Will KLM Do on Whatsapp?
    • Get flight information
    • Contact Social Media Agents 24/7 for support
  • Why does KLM Matter?
    • They are a pioneer on social media
    • Over 25 million fans and followers throughout social media
    • They receive over 100k mentions every week
    • 15k mentions per week are questions/remarks
    • Personally answered by over 250 social care agents, 24/7, in 9 languages


Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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