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How Whatsapp Flows May Pave the Manner for Customized Journey Experiences



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Skift Take

WhatsApp’s evolving suite of providers and its impression on companies reveal the platform’s potential to reshape buyer engagement and repair. The way forward for buyer interactions seems more and more promising.

Meta’s WhatsApp will probably be introducing a brand new service known as Flows aimed toward companies worldwide for creating customized experiences immediately inside chat threads.


The concept is {that a} buyer may full a variety of duties — deciding on airline or practice seats, inserting meal orders — with out leaving the chat interface.

The announcement of Flows comes as WhatsApp continues to develop its suite of providers for companies, significantly on the WhatsApp Enterprise Platform. The service is predicted to roll out globally in coming weeks.

WhatsApp has already been testing Flows with vary of enterprise companions, together with journey service supplier redBus.


Talking completely to Skift, Prakash Sangam, CEO of redBus, stated aside from bus reserving, the corporate has built-in Whatapp Flows to gather rankings and critiques after journeys.

“We’ve constructed this stream in each English and Hindi and this suggestions is shared with bus operators to enhance service ranges. The shopper response charge is 80% larger on Whatsapp Flows in contrast with regular notifications the place a person is redirected to different pages or websites,” Sangam stated.

By way of the mixing of WhatsApp Flows for bus bookings, redBus goals to create an end-to-end reserving expertise on the WhatsApp platform.


“The expertise is designed in a approach to decrease the person’s cognitive load and assist them make quicker choices. This integration will assist us attain out to the massive base of bus customers from Tier 2, 3 and 4 markets, who’re comfy utilizing WhatsApp however sometimes transact offline in the present day,” Sangam stated.

Because the integration of Whatsapp Flows for bus bookings final month, redBus has famous 17,000 conversations initiated with 35% customers deciding on Hindi as their most popular language choice.

The introduction of Flows is poised to profit journey corporations, because it permits them to upsell and cross-sell further providers, in accordance with Yoknath Rajan, product supervisor (journey and hospitality) for Publicis Sapient.


“All of this may be achieved seamlessly throughout the WhatsApp chat surroundings, eliminating the necessity for customers to modify to different apps or web sites,” Rajan stated.

Monetization Technique and Click on-to-WhatsApp Advertisements

In its second quarter earnings name, Meta CEO Mark Zuckerberg highlighted the importance of enterprise messaging of their monetization technique. He famous that the 200 million customers of the WhatsApp Enterprise app can now create click-to-WhatsApp adverts for Fb and Instagram without having a Fb account.

This simplifies the method of bringing companies on-line, significantly in areas the place WhatsApp serves as a gateway to digital engagement, Zuckerberg stated.


With over 500 million customers, India stands as one of many largest markets for WhatsApp globally. The journey business in India has embraced WhatsApp as a most popular messaging platform for customized advertising and marketing, buyer engagement, accelerated gross sales, and enhanced buyer help.

Talking to Skift earlier, Manish Amin, co-founder and chief know-how officer at, emphasised WhatsApp’s utility for customer support communication and buyer retention. The platform’s integration inside enterprise methods is on the horizon for the corporate.

Speaking about one other attention-grabbing use case of Whatsapp aside from Flows, redBus’ Sangam listed out Railbot for redRail, its practice ticket reserving service by means of which the corporate shares updates on stay practice standing, coach place, practice schedule and cancellations together with automated updates on practice ticket standing.


“We’ve seen that whereas emails and messages have low open charges, automated updates on Whatsapp have phenomenal open and click on charges. For example, the ticket standing open charge is 75% and click on charge is 22%,” he stated.

Kerala Tourism’s Success Story

India’s Kerala Tourism affords a compelling case examine of WhatsApp’s utility within the journey sector. In March 2022, the state launched “Maya,” a 24×7 WhatsApp chatbot service designed to offer digital journey help to world vacationers occupied with exploring Kerala.

In keeping with PB Nooh, director of Kerala Tourism, the target of Maya is to reinforce vacationer help, tackle inquiries, and supply a superior journey expertise.


Furthermore, Kerala Tourism’s “Vacation Heist” marketing campaign, carried out on WhatsApp in July, had a robust response.

“The month-long marketing campaign leveraged partaking bidding experiences and drew an astonishing 80,000 bids, producing over 45 million impressions and amassing a formidable 13 million-plus video views. Over the marketing campaign’s length, Kerala Tourism engaged in a complete of 520,000 conversations and welcomed 41,000 new contacts into its journey neighborhood,” stated Nooh.


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