Eager to adapt to the digital habits and uses of its customers, Air France is offering a new communication channel with customers on WhatsApp. This free service is now available for Indian customers in English 24/7, in addition to French, Italian and Brazilian/ Portuguese.
Messaging is transforming interactions between people and businesses, and with 2 billion daily users, WhatsApp is how many people and businesses are connecting.
Already present on several messaging and social media platforms, notably Facebook Messenger, Air France is continuing to strengthen its commercial relations by offering more proactive customer service.
This offer supports customers before, during and after their flight with:
- Instant answers to common questions via the chatbot Louis and, for more specific answers, contact with an Air France representative.
- If customers opt in, notifications will be sent to them at each key moment of the journey: from boarding pass issuing to flight information (change in schedule or boarding gate; last call before the plane door closes, etc.) or the baggage delivery belt on arrival.
In addition, personalized promotions will allow customers to upgrade their travel experience, with the option of selecting more spacious seats or purchasing access to the Air France lounge at the airport.
“Customers can easily locate the WhatsApp chatbot number via the “Contact us” tab available on www.airfrance.in and Air France mobile app”
“Our priority is to adapt to new digital ways of providing the best possible customer service and experience,” said Claude SARRE, General Manager Air France – KLM India.WhatsApp is an important platform in the global customer servicing and digital strategy for Air France. WhatsApp has a huge appeal and penetration in India and therefore an important platform for Air France to be present where our customers are and provide assistance in a personalized and secure way.”
Ravi Garg, Director, Business Messaging, WhatsApp India said : “WhatsApp is proud to partner with Air France to provide a personalized and upgraded travel experience to its customers. WhatsApp Business Platform will empower Air France to directly engage with its customers in an easy, secure and reliable way. It will offer Air France passengers – customised promotions and customer support. Our partnership with Air France is an exciting case study of WhatsApp Business Platform’s capability and reach in providing innovative solutions for businesses in India and around the world.”
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