MobiusVP’s CustomerCount® online feedback management system will now be deployed by another major distribution vehicle, according to Bob Kobek, RRP President.
MobiusVP/CustomerCount has integrated WhatsApp Messenger as a method of communication for its cloud-based surveys and onsite service requests. ConnectionsGRP, the application’s strategic technical partner, has made this available.
CustomerCount is the only feedback system with access to WhatsApp’s production capabilities.
The addition of WhatsApp to the CustomerCount platform is a game-changing development in communications, allowing international travellers to interact efficiently and swiftly whether they are travelling locally or internationally.
WhatsApp is a cross-platform, completely encrypted instant messaging application for mobile devices that sends messages over the internet.
The CustomerCount system’s integration of omnichannel delivery procedures is one of its major strengths. Receiving and reacting to CustomerCount communications is simple with email, text, QR codes, and online website access. And now, the addition of WhatsApp to the CustomerCount system provides real-time communications with both international guests and US-based guests traveling outside of North America.
WhatsApp is a low-cost subscription-based text messaging service that is an alternative to carrier-billed SMS text messaging. Every day, WhatsApp handles billions of messages and is an entirely untapped communication channel for the hospitality industry.
With over two billion monthly active users as of 2021, WhatsApp has surpassed Facebook Messenger (1.3 billion) and WeChat (1.2 billion) as the most popular global mobile messenger app. In addition, it is the world’s third most popular social network, after Facebook and YouTube.
According to statistics, WhatsApp is used in over 180 countries and is the most popular messaging program in the majority of them. CustomerCount surveys are available in over 40 languages, making WhatsApp convenient and straightforward.
“This is a game-changer,” said Bob Kobek. “WhatsApp is all about secure, seamless communications for international visitors to the US and US visitors traveling out of the country. WhatsApp gives resorts, timeshares, and hotels the confidence that users on both sides of the message understand.”
“As any traveler can attest to, Email and SMS texting when North Americans travel internationally or international visitors in North America can be very problematic. Because of some of the fees attached to SMS and the delays in email communications, the hospitality industry is almost void of communication and feedback tools from these two key demographics,” said Anthony Link, CEO of ConnectionsGRP.
“In addition to the SMS text option, WhatsApp makes communications between guests and staff using the CustomerCount 24/7 Onsite Service Request concierge system even easier. Selecting the WhatsApp option will be an additional valuable data point for learning more about what customers are looking for and when,” added Kobek. He adds, “as with the entire CustomerCount platform, the activity, tracking, alerting, and reporting system is what makes the entire package system so accountable, ensuring an enhanced guest experience.”
Anthony Link said, “We are so pleased to be integrating our ComTech platform with CustomerCount. We are proud to have the most proven transformative communication solution alleviating the current communication crisis most, if not all, hospitality providers have with their guests.”
For more information on using WhatsApp as a consumer communication tool, call Bob Kobek at 317-816-6000 ext. 100.
CustomerCount is a feature-rich, cloud-based survey tool that supports process improvement initiatives and builds customer loyalty. In addition, it improves your bottom line by delivering intuitive real-time reporting, quick turnaround on requested upgrades, and detailed and dynamic data gathering capabilities.
CustomerCount, developed and administered by MobiusVP, was initially built for the timeshare and contact centre businesses but is currently utilised by companies in various vertical markets and industries.