Metro Ligero Oeste (MLO) has launched a pilot project that allows users to contact its customer service via WhatsApp, through the number +34 687 114 111. The aim is to expedite the resolution of queries, enhance the timeliness of information, and provide a personalised and close service.
The choice of the application is a response to its widespread use in Spain. The company estimates that more than 60% of its travellers use this messaging service regularly. MLO is therefore optimistic that this channel will be well-received because it will enable it to receive notifications regarding incidents, usage guidelines, or awareness campaigns.
Users will be able to send messages, images, or videos in real time, which will facilitate the detection of specific problems, such as faults in vending machines or deficiencies in installations. All this with the security guarantee offered by WhatsApp’s end-to-end encryption and a message open rate of close to 98%.
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According to Pablo Escoda, general manager of MLO, the company expects to channel at least 10% of the 50,000 annual face-to-face information enquiries through this channel. In addition, this commitment to digitalisation reinforces its commitment to sustainability and continuous service improvement.
MLO follows in the footsteps of Metro de Madrid, which launched its WhatsApp customer service on 1 July.