9292 reisinformatiegroep start with Whatsapp in the OV
Travel Consultant 9292 is going to experiment with answering questions via WhatsApp. If today's trial succeeds, 9292 plans to open its Whatapp channel to all public transport users.
Customer contact is increasingly via social media such as Twitter and Facebook, 9292 found. But at the same time, the travel information service notices that many travellers do not always like the fact that the whole world can read their questions and comments. That is why the travel information service started a pilot where WhatsApp is used as a new service channel. This pilot was developed in cooperation with IT service provider OBI4wan and will run until 1 August 2015.
Questions
As of Monday 29 June 2015, a selected group of travellers will be able to use WhatsApp to ask questions and comments about public transport. During the pilot 9292 answers these questions from 8:30 till 17:00. The choice to deploy WhatsApp was made partly because the service could be fully integrated into a social media dashboard from OBI4wan, which 9292 was already using. According to OBI4wan, 9292 is one of the first companies to use WhatsApp for business purposes with this pilot.
No travel advice
"With this integration, 9292 can inform travellers quickly and personally. We think that WHATSAPP has a lot of potential as a service channel "says Stefan Hulman, general manager of 9292. He stresses that no travel advice is given via WhatsApp. "We need a lot of specialist knowledge to give you good travel advice." Before that we have our Call Center. In our opinion, WHATSAPP, however, lends itself perfectly well to consumer service and we are very interested in the reactions of the public. "
Read it full press release.
More information about 9292 can be found at www.9292.nl/over9292. For
Questions please contact Stefan Hulman via shulman@9292.nl or 06 24303291.
For more information about OBI4wan, please contact Martijn Rijk via martijn@obi4wan.nl or 06 29 437 111.
