Clarity Enhances Customer Service with WhatsApp Integration

13th July 2021admin

The Business Travel Experts, Clarity, have launched WhatsApp integration, providing another choice in how customers connect with their support teams.

In a world where customers expect to be able to access service in whichever way is convenient to them, Clarity have listened, adapted, and delivered to give customers more choice in how they interact with the business travel experts.

WhatsApp joins Live Chat and traditional call and email options, in giving customers multiple options when speaking to a specialist member of the team. Launched in June, the option has been popular with mobile users, with up to 10% of queries coming from the new messenger option.

Speaking about the integration, Director of Operations, Steve Riley, said:

“Customer service continues to be our number one focus. While some companies look to contact deflection to ensure lines stay free for emergencies, we have taken a different route. We want customers to have a wide range of choice into how they interact with the team. Our Live Chat and WhatsApp options are serviced by real people, reducing the possibility of AI frustration. Our people are our brightest asset, so why wouldn’t we want our customers to engage with them.”

Customer service has been a big topic for Clarity in recent weeks following the return of their travel management podcast, Absolute Clarity, for its fifth season. The season premiere featured Steve Riley alongside Clarity’s CEO, Pat McDonagh, and Jo Causon, CEO of The Institute of Customer Service.

The episode saw the group discuss how customer service has changed during the global pandemic, with Jo Causon saying:

"There is definitely an advancement in using technology, but the balance will always be using the technology in order to deliver a better customer experience, not using the tech just because it is there...."

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