Powered by global conversational solutions provider LivePerson, Almosafer’s launch on WhatsApp offers customers fast, simple and convenient access to end-to-end travel support via the popular messaging platform.
Since its app launch in 2009, WhatsApp has quickly become one of the most popular secure messaging services in the Middle East. In 2019, it was reported that 72% (more than 24 million people) of the population in Saudi Arabia regularly used the messaging platform.
Opening its WhatsApp channel to travelers across the region is a critical step in Almosafer’s continuing expansion and transformation from an online travel agency to an omnichannel service provider. In addition to the new WhatsApp channel, the company offers seamless travel services through retail locations across the Kingdom, call centers, and Almosafer’s state-of-the-art booking site and app.
With approximately 2200 conversations happening between customers and Almosafer’s travel agents on the platform each day, Customers can opt in to WhatsApp conversations with travel advisers to get answers to all their inquiries and have any requests fulfilled without having to make a call. From pre-booking inquiries including bookings and consultations, to travel advice during their trips and post-booking support, WhatsApp has become an integral channel that serves travelers across the entire user journey. This streamlined and consistent level of customer service is a key pillar of Almosafer’s omni-channel approach.
Muzzammil Ahussain, EVP Almosafer, said:
“WhatsApp has become an instrumental communication tool in the Middle East, with more than 24 million people using the app in Saudi Arabia alone. Almosafer’s new WhatsApp channel allows us to continue to innovate and stay up-to-date with customer demands, giving travelers a secure and familiar way to communicate with ease with our trained professionals regarding their trip, wherever they are in the world. In-line with our omni-channel strategy, it is imperative for us to be connected to our travelers on platforms they are engaging with and serving them on WhatsApp will help us in connecting their user journey, regardless of whether they booked through the channel itself, via app or web, in one of our retail branches or through our call centers.”
Almosafer’s WhatsApp experience is powered by LivePerson’s conversational platform, which connects brands to the world’s most popular messaging channels and orchestrates how AI and human agents serve customers at scale. Compared to traditional phone calls, brands using LivePerson’s platform to hold messaging conversations with their customers see 20% increases in customer satisfaction, 2x agent efficiency, and 50% decreases in agent attrition rates.
Almosafer’s decision to work with LivePerson came after evaluating +10 different solution providers against a set of criteria that included real-time reporting and analytics, easy system integration, pro-active messaging capabilities and in-depth experience around virtual assistants.
Implementing the WhatsApp Business solution turns Almosafer's existing presence on WhatsApp into a fully scaled and efficient operation, including access to analytics and virtual assistants that enhance the customer experience and drive improved business results
With plans to innovate further via this channel in the coming months, Almosafer is planning to work closely with LivePerson to integrate reservation and booking retrieval virtual assistants, as well as booking confirmation capabilities through the communication channel. Real-time booking updates, booking reviews and an FAQ virtual assistant are also part of the 12-month roll-out plan.