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CWT adds WhatsApp to messaging traveller support channel

 Tuesday, July 18, 2023

CWT is integrating WhatsApp into its messaging service channel, giving its customers’ employees another way to contact CWT for assistance with their travel arrangements.

CWT’s current messaging service, which is offered in multiple languages, can also be accessed through the myCWT web and mobile apps, Microsoft Teams, and Workplace from Meta, and is used by over 1,000 customers in more than 70 countries.

With an active user community of 2.2 billion worldwide, WhatsApp is one of the most widely used communication apps. It has also become an incredibly popular way for people to connect with businesses, with 175 million people messaging a business on WhatsApp every day, making it an ideal addition to CWT’s suite of channels.

“Since its launch in late 2019, the convenience of our messaging service has quickly made it the preferred support channel for many travelers, with customer satisfaction scores of over 90%,” said Erica Antony, CWT’s Chief Product Officer. “We remain focused on creating a simple, efficient, and personalized service experience for our customers, and the integration with WhatsApp allows us to give travelers even greater choice in how they can reach us for assistance.”

CWT’s messaging channel is backed by a team of specially trained travel counselors offering a rapid, customized, and efficient response service. It is further bolstered with natural language processing and AI capabilities, which allow traveler queries to be efficiently categorized, and addressed by a seamless blend of chatbot and counselor interaction.