John Paul, an ACCOR subsidiary, is a key player in premium concierge services, the design of tailor-made relational programs and the organization of extraordinary events.
In 2023, John Paul had more than 500 employees around the world, including a unique service of 300 international elite concierges, available 24 hours a day, 7 days a week. Every day, John Paul concierges around the world respond quickly, efficiently and with the pleasure of transmitting emotion from simple daily requests (taxi, childcare, restaurant or bouquet) to the most complex (organization of a long trip to the end of the world, a large party of 100 people or even the search for a rare object). Services often offered as white labels allow companies to create a strong and intimate relationship with their best customers.
Although most of its loyal corporate clients such as financial institutions or large luxury houses choose to remain confidential, some publicly use John Paul services: Mooncard, Hyundai Motor France or even Parnasse, the tailor-made brand of the major telecom operator Orange.
A readily decorated Christmas tree? 100 pre-inflated balloons for a birthday? Getting woken up by a call every morning at 7?A motorcycle helmet for your cat? A rare Pokemon card? A private dance class at the Opéra Garnier?
John Paul is always by your side!
Today, messaging applications like WhatsApp are widely used by customers around the world to communicate with their loved ones with more than 2 billion active users worldwide and more than 40 million in France alone!
Part of the popularity of these applications is their indisputable effectiveness (we don't have to wait, we exchange concise questions and answers, and we can also send images, links, etc.), through messages that can also convey emotions - for example with emojis. They also make it easy to communicate with customers wherever they are in the world.
It quickly became obvious to the John Paul team that a modern concierge service needed to adapt to these uses and add a quality conversational component to its offering. Therefore a strong need was felt to open complementary channels to voice and email such as WhatsApp, to attract new user profiles and to be present where these potential new users are. The objective: to offer the best possible experience, with a 360 vision of the customer as a prerequisite, by subsequently being able to deploy new services independently and new messaging channels as needed.
John Paul chose to work with Alcméon, a best-of-breed conversational solution and Salesforce ISV partner, to designate its first hybrid WhatsApp service (chatbots + concierges) and quickly increase its abilities in conversational customer care.
John Paul now offers its customers a WhatsApp button in subscribers' web spaces and the welcome emails sent to them.
Rate of service re-utilisation for those who used it in 1st year
additional usage of programs integrating Whatsapp
first concierge response within an hour on Whatsapp
Our philosophy is to support our clients so that they create and offer moments of magic to their customers. Since our creation fifteen years ago, we have primary vocation to transmit our French culture of excellence. We can proudly declare that we are customer experience magicians!
With the native integration of the Alcméon conversational response window in Salesforce and the no-code design tools of the messaging journeys, the first John Paul WhatsApp services were able to be activated in just a few weeks.
On the management side, the John Paul teams quickly took charge of Alcméon’s no-code bot editor and were able to deploy the first WhatsApp welcome chatbots themselves for their clients. From the outset, the John Paul team succeeded in offering a remarkably effective hybrid experience. WhatsApp chatbots make it possible to pre-qualify the type of request and redirect the request to the most appropriate concierge team for the fastest and most relevant human support possible. Some of the requests can also be processed automatically, but the primary objective is to facilitate contact with a human advisor.
On the concierge side, the deployment was carried out easily and quickly - the Alcméon response messaging console was directly integrated into the Salesforce CRM environment, with a simple and intuitive interface. This was a focal point for adoption by the Janitors.
On the customer side, the figures showed rapid growth from the first year:
- 24/7 service and fast human responses on WhatsApp
- 1/3rd answered in less than 15 minutes
- 56% in less than an hour, 72% in less than 2 hours
📈Very strong adoption from members: +25% additional usage observed for programs with WhatsApp!
📈Customers who ask for more: 33% of WhatsApp conversations with users who have already used the service in the first year
Further, the excellent CSAT score (80+%) and numerous positive verbatims retrieved directly from the Alcméon conversational survey tool, confirm the success of this new John Paul premium conversational service. Therefore, this service is in the process of being more widely deployed and will potentially open up new channels.
