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Air France Uses WhatsApp for Customer Service


Air France now offers a new channel on WhatsApp with its customers, available 7 days a week in 22 countries and in 4 languages ​​(French, English, Italian, Portuguese/ Brazilian).

Instant messaging features are transforming interactions between people and businesses, and with 2 billion daily users, WhatsApp is an increasingly common mode of communication.

Already present on several social and instant messaging platforms, in particular Facebook Messenger, Air France is thus continuing to strengthen its commercial relationship and the proactivity of its customer service.

This offer accompanies the customer before, during and after the flight with:

  • Instant answers to recurring questions via the Louis chatbot and, for more specific answers, contact with an Air France contact;
  • If the customer wishes, a notification is sent to him at each key moment of the trip: from the sending of the boarding pass to the information on his flight (change of schedule or boarding gate, last call before the closing of the aircraft door, etc.) or even the luggage delivery belt on arrival.

In addition, personalized commercial offers allow customers to book services for an even more pleasant travel experience, such as a seat with more space or access to the Air France lounge at the airport.



“We are delighted to note that this new channel has immediately met with great success: it is now Air France's second digital point of contact,” said Stéphanie Charlaix-Meyer, Air France-KLM Customer Service Director . “This popularity confirms the proximity strategy adopted by Air France in terms of customer service, a strategy that we will continue to deploy in other markets. »

Nicolas Farin, Head of WhatsApp Business for Europe/Middle East/Africa , said: "We are proud to connect Air France with both new and existing customers through one of their most used communication channels. We hope this partnership will continue to improve the customer journey through WhatsApp, providing a better, faster and more personalized experience, accessible directly from their mobile."

To send a message to Air France via Whatsapp, click here !


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