When we were in Vietnam we organised all of our transport over WhatsApp, except for the billing which we then had to go to a (it felt sketchy, but probably wasn

When we were in Vietnam we organised all of our transport over WhatsApp, except for the billing which we then had to go to a (it felt sketchy, but probably wasn't) online payment form. If that had been baked into the conversations it would have been one of the best customer experiences we could have hoped for. Appreciate feature creep would then be a concern, but depending on how they could limit it, it could be absolutely fantastic. (We then also got "personalised" follow up messages asking us to review, which is somewhat inevitable - but that had to be done on a case by case basis. I agree, we could only put with with a small amount of automation before things turn south quickly).