Skift Take
WhatsApp's evolving suite of services and its impact on businesses demonstrate the platform's potential to reshape customer engagement and service. The future of customer interactions appears increasingly promising.
Meta's WhatsApp will be introducing a new service called Flows aimed at businesses worldwide for creating personalized experiences directly within chat threads.
The idea is that a customer could complete a range of tasks — selecting airline or train seats, placing meal orders — without leaving the chat interface.
The announcement of Flows comes as WhatsApp continues to expand its suite of services for businesses, particularly on the WhatsApp Business Platform. The service is expected to roll out globally in coming weeks.
WhatsApp has already been testing Flows with range of business partners, including travel service provider redBus.
Speaking exclusively to Skift, Prakash Sangam, CEO of redBus, said other than bus booking, the company has integrated Whatapp Flows to collect ratings and reviews after trips.
“We've built this flow in both English and Hindi and this feedback is shared with bus operators to improve ser