Why WhatsApp Is The Most Important Channel For Hotels

Why WhatsApp Is The Most Important Channel For Hotels

WhatsApp has over 2.7 billion users globally, with more than 100 billion messages sent daily, making it the most popular messaging app in the world. In fact, it's the leading messaging app in over 180 countries, meaning that if you're a hotel, chances are your customers are on WhatsApp. On average, users spend 28 minutes per day on the app, which leads to a 98% open rate and a 40-60% response rate—significantly higher than any other channel, including email and social media.

It's no wonder, then, that to provide exceptional guest experiences, WhatsApp has emerged as one of the most significant communication channels for hotels to engage with guests before, during, and after their stay. From handling booking inquiries to offering concierge services and resolving post-stay feedback, WhatsApp provides an unparalleled way to connect with guests, travel agents, and other hotel partners. The rise of AI-based automation in WhatsApp further enhances this channel's potential, allowing hotels to handle over 90% of common questions and inquiries automatically, freeing up valuable time for staff.

What is WhatsApp Business?

WhatsApp Business is a version of the popular messaging app designed specifically for businesses to interact with their customers. Unlike the standard WhatsApp, which focuses on personal communication, WhatsApp Business offers enhanced tools and features that enable companies to efficiently manage customer interactions, promote products or services, and provide timely support—all within a familiar and user-friendly interface.

While the standard WhatsApp app is geared towards personal use, WhatsApp Business is tailored for professional purposes. The key difference is the set of features designed to streamline communication for businesses. WhatsApp Business allows companies to create a verified business profile, which includes essential details like the company's name, description, address, website, and contact information. This helps build trust and brand recognition among customers, as they can easily verify the business they're communicating with.

Another major difference is the ability to categorize and label conversations, making it easier for businesses to organize and manage customer inquiries, orders, and follow-ups. Additionally, automation features like quick replies, greeting messages, and away messages help improve response time and customer service, making WhatsApp Business a powerful tool for businesses of all sizes.

WhatsApp Business offers a range of features that are designed to help businesses effectively engage with their audience. Here's a closer look at some of its key capabilities:

1. Business Profile

The business profile is a unique feature that allows companies to set up a professional presence on WhatsApp. This profile includes information like the business name, logo, address, description, website, and business hours. This ensures that customers can easily find the relevant details about the company they are communicating with.

2. Broadcast Messaging

One of the standout features of WhatsApp Business is the ability to send broadcast messages to multiple recipients at once. Broadcasting is particularly useful for sending announcements, promotions, and updates to customers who have opted in to receive such communications. Unlike a group chat, broadcast messages are sent individually, so recipients are not aware of who else has received the message. This makes it a great tool for personalized mass communication.

3. Labels for Chat Organization

To help manage conversations, WhatsApp Business provides a labeling feature, allowing businesses to categorize chats and contacts for easy access and follow-up. Labels such as "New Customer," "Pending Payment," or "Order Shipped" can be assigned to chats, making it simple to filter and track various customer interactions without losing important details.

4. Quick Replies and Automated Messages

Quick replies allow businesses to save frequently sent messages and respond to common questions more efficiently. Automated messages can also be set up to greet customers when they initiate a chat or to inform them when the business is unavailable. These features help ensure a prompt and professional response, which is crucial for maintaining customer satisfaction.

5. Messaging Tools and Catalog

WhatsApp Business also includes tools to enhance customer interactions, such as the ability to create message templates for specific scenarios like appointment reminders, order confirmations, or follow-ups. Additionally, businesses can create a product catalog that allows customers to browse products or services directly within the chat, making it easier for them to learn more about what the business offers without leaving the app.

6. Analytics and Insights

To help improve communication strategies, WhatsApp Business provides access to basic analytics, such as the number of messages sent, delivered, read, and received. This data can be used to gain insights into customer behavior and to optimize the effectiveness of future messages.

The Power of Instant and Personal Communication

Unlike traditional channels like email or phone calls, WhatsApp provides an instant, personal, and convenient way to connect with guests. Whether travelers are planning their trips, requiring on-the-go assistance, or giving feedback after their stay, WhatsApp's familiarity and ease of use make it an ideal tool for hotels to foster strong guest relationships.

Pre-Stay Communication

The booking process is often the first point of contact between a hotel and a potential guest, shaping the guest's expectations for their stay. WhatsApp plays a crucial role in delivering quick answers to booking inquiries, room availability, rates, and amenities in a friendly and conversational manner. This channel allows guests to easily clarify questions or make special requests, such as airport transfers, early check-in, or room preferences, ensuring a smooth booking process and a personalized experience before they even arrive.

During the Stay

For guests on-site, WhatsApp offers a convenient tool to communicate with the front desk, housekeeping, or concierge services. Rather than calling or visiting reception, guests can send a quick message to ask for additional amenities, request restaurant reservations, inquire about local activities, or notify staff about any issues. The immediacy of the platform creates a frictionless experience, enhancing guest satisfaction and encouraging a positive stay.

This is often preferred over hotel apps that require downloading, as guests are becoming increasingly cautious about which apps they install on their phones. Typically, guests already have WhatsApp, so communicating with staff has very little impact on their experience.

Post-Stay Feedback & Follow-Up

The guest experience doesn't end at checkout. Sending a thank-you message, requesting feedback, or offering exclusive deals for future stays are simple actions that can be done through WhatsApp to maintain guest loyalty. Since guests are already comfortable with the platform, they are more likely to respond, allowing hotels to gather valuable insights and build long-lasting relationships.

Seamless Coordination with Travel Agents and Partners

Beyond guest communication, WhatsApp is also invaluable for coordinating with travel agents, corporate partners, and suppliers. By providing a quick and reliable way to share room availability, special rates, or event details, hotels can streamline their operations and ensure real-time communication. Travel agents often prefer WhatsApp as it allows them to inquire about bookings, receive instant confirmations, and resolve issues on behalf of their clients without the delays typical of email exchanges.

Leveraging AI for WhatsApp Automation

While the advantages of using WhatsApp are clear, managing the channel manually can become overwhelming for hotel staff, particularly during peak seasons or when handling numerous inquiries simultaneously. This is where integrating AI-driven solutions into WhatsApp communication can make a transformative difference.

1. Handling Over 90% of Guest Queries Automatically

By connecting WhatsApp to an AI-based solution, hotels can automate responses to frequently asked questions, such as check-in times, room availability, amenities, local attractions, and more. This automation not only speeds up response times but also ensures accurate and consistent information is provided to guests and partners, enhancing their experience and satisfaction.

2. Personalization and Language Support

AI solutions can be trained on hotel-specific details and best practices, allowing for a personalized and professional tone that aligns with the brand's identity. Furthermore, the ability to support multiple languages breaks down communication barriers, ensuring guests from all regions feel welcomed and understood.

3. Freeing Up Staff Time for Personalized Service

With AI automation handling most questions and inquiries, hotel staff can focus on providing personalized experiences for guests who require more complex assistance, handling special requests, or building guest relationships.

4. 24/7 Availability for Guest Convenience

Unlike traditional communication channels that may be limited to working hours, AI-powered WhatsApp communication can operate around the clock. This availability is particularly valuable for international guests in different time zones or for last-minute requests, ensuring guests receive support whenever they need it.

A New Standard for Guest Communication

In summary, WhatsApp is quickly becoming the preferred communication channel for hotels, offering instant, personalized, and convenient ways to connect with guests and partners. By integrating AI-based automation, hotels can elevate their service level by quickly and accurately responding to inquiries while freeing staff to focus on enhancing the guest experience.

At Kai, we support hotels in handling their WhatsApp communications with guests by providing AI automation solutions. We offer essential integrations that allow guests to receive instant answers to their questions and inquiries. If you would like to learn more about how we can support your team, please reach out at contact@hellokai.ai.