WhatsApp was bought a few years ago for 19 billion euros and Facebook has to earn that back somewhere. What about WhatsApp's revenue model?
Vogel-Meijer: “We are not currently paying for this service, but we do not know what will happen in the future. After all, WhatsApp is also looking for revenue models, and that makes sense. Advertising is very sensitive within messaging. As a company, you have to be very relevant with a message to be able to send people an advertisement in such a private environment. We are now doing some tests in Messenger, but we are very careful.”
Vogel-Meijer: “We want to make sure that everything works well and will roll out our Whats job function email database App service in phases over a week and a half. The volume remains a guess: we have scenarios ready for small, but also large growth in the number of questions. We also saw the latter when we introduced Facebook Messenger as a service channel and started sending flight information via Messenger. From that moment on, we saw no less than 40 percent growth in user volume. Incidentally, that also brings with it a challenge in response time, especially because people who contact us via social messaging usually have serious questions and want a quick answer. Haste is then required.”
The volume remains a guess: we have scenarios ready for small, but also large growth in the increase in questions.
To solve the above challenge, are you already experimenting with artificial intelligence?
Karlijn Vogel-Meijer explains: "Certainly, we are increasingly using artificial intelligence to be able to serve customers quickly. We work together with DigitalGenius (DG) for this: DG provides an algorithm that we have built into our CRM environment and that has been trained on the basis of 60,000 customer questions and answers. When a social media employee has to answer a question, he/she receives a suggested answer. The employee can send this suggestion immediately, or adjust it, making the system even smarter.