WhatsApp Business for Tourism Companies
How tour operators, lodges and hotels can use WhatsApp Business: business profiles, automated replies, catalogues, labels, Status updates and broadcast lists.
By Hamisi A. Mnaro · · 5 min read
By Hamisi Mnaro, Timeless International
In short: WhatsApp Business gives tourism companies what the standard app lacks: a business profile, automated greeting and away messages, quick replies, a catalogue for tours and rooms, chat labels, Status updates and broadcasts. Set up well, it turns WhatsApp into a customer service and marketing channel.
The importance of WhatsApp Business in the tourism industry
In the modern digital landscape, effective communication is vital for the success of any business, particularly in the tourism industry. As travelers increasingly rely on instant messaging, WhatsApp has emerged as a crucial platform for connecting with customers. However, while the standard WhatsApp app is widely used, WhatsApp Business offers specialized features that are invaluable for tourism businesses looking to enhance their communication and customer service.
Understanding the difference between WhatsApp and WhatsApp Business
Profile features
WhatsApp Business allows businesses to create a professional profile that includes essential details like your business name, logo, description, address, website, and email. This comprehensive profile sets your business apart from the standard WhatsApp, which only supports basic personal information.
Automated messages
Unlike the standard WhatsApp, WhatsApp Business enables automated messaging features, such as greeting messages, away messages, and quick replies. These tools ensure that your customers receive timely responses, even when you're unavailable, significantly enhancing customer service and satisfaction.
Catalog and products
The catalog feature on WhatsApp Business allows businesses to showcase their products or services directly within the app, with prices, and share them with customers in a few taps. For tourism companies, this means displaying tour packages, accommodation options, and other offerings in a user-friendly manner that is easily accessible to potential customers.
Labels and organization
WhatsApp Business includes a labeling system that helps businesses categorize their chats, making it easier to manage customer interactions. Labels like "New Booking," "Payment Pending," and "Inquiry" streamline communication, ensuring that important conversations are never lost.
The importance of a business-related WhatsApp profile image
Your profile image on WhatsApp Business is a critical element of your brand identity. In the tourism industry, where first impressions are crucial, your profile picture should reflect your brand's essence and the experiences you offer. For example, a safari company might use an image of a breathtaking wildlife scene, while a hotel might feature a photo of their most luxurious suite or scenic view. The key is to select a profile image that resonates with your target audience and conveys the quality of your services.
Leveraging WhatsApp Business Status for marketing
The Status feature on WhatsApp Business is a powerful marketing tool that allows businesses to share text, photos, and videos with their contacts. For tourism businesses, this is an ideal platform for showcasing daily highlights, sharing customer testimonials, promoting new tour packages, or providing behind-the-scenes glimpses. Regular updates to your Status keep your audience engaged and remind them of your offerings in a subtle, yet effective way. It works best as part of a wider plan for travel marketing in the digital age.
Utilizing WhatsApp Business tools for maximum impact
WhatsApp Business comes equipped with a suite of tools designed to streamline communication and enhance the customer experience:
Quick replies
Quick replies allow you to save and reuse frequently sent messages, enabling fast and efficient responses to common customer queries.
Away messages
Set up automated away messages to inform customers when you are unavailable, providing them with an expected response time and ensuring they feel valued.
Greeting messages
Send an automated greeting message to new customers when they first reach out to you. This feature helps set a positive tone for the conversation and creates a welcoming atmosphere.
Broadcast lists
Broadcast lists enable you to send messages to multiple contacts simultaneously. This feature is perfect for sharing updates, promotions, or important information with your customers.
How Timeless International can help your tourism business
At Timeless International, we understand the unique challenges faced by safari and tour operators and other tourism businesses. Our team can help you set up and optimize your WhatsApp Business account, ensuring that you maximize the potential of its features. From creating a compelling profile image to setting up automated messages and using the catalog feature effectively, we guide you through the process of transforming WhatsApp Business into a powerful communication and marketing tool.
In addition, we offer tailored digital marketing strategies that integrate WhatsApp Business into your broader social media marketing, ensuring a cohesive approach that drives customer engagement and boosts your business.
WhatsApp is usually where a Tanzanian sale closes, which changes how the rest of a campaign should be planned. Our guide to digital marketing in Tanzania covers search, ads and Google Business Profile around it.
Frequently asked questions
What is the difference between WhatsApp and WhatsApp Business?
WhatsApp Business adds tools for companies that the standard app does not have: a business profile, a catalogue of products or services, automatic greeting and away messages, quick replies, labels to sort chats, and broadcasts to many customers at once.
Can a tour operator show safari packages on WhatsApp Business?
Yes. The catalogue lets you list tours, rooms or packages with prices and photos, so a traveller can browse them and send one back to you in the chat.
How can a lodge answer WhatsApp enquiries outside office hours?
Set an away message that tells guests when you will reply, and save quick replies for the questions you get most, such as rates, availability and transfers, so the team can answer in seconds the next morning.
Should WhatsApp replace the booking form on a tourism website?
No. In our experience WhatsApp works best alongside the website: the site answers questions and ranks in search, and WhatsApp is where the conversation and the sale are closed.
Hamisi A. Mnaro — Founder and CEO of Timeless International, the Arusha studio he has run since 2009. He leads the team that built SafariSync and the platforms behind Gosheni Safaris, Ecological Adventure and Inspiration Africa.