WhatsApp will expand the number of customer service channels available to the system's riders.Photo – MTA Flickr
The Metropolitan Transportation Authority (MTA) yesterday formally launched a new initiative that will allow subway riders to communicate with New York City Transit (NYCT) representatives in real time using the messaging platform WhatsApp.
WhatsApp will expand the number of customer service channels available to the system's riders, and is expected to improve NYCT’s communication with riders who don't speak English, MTA officials said in a press release.
By using Google Translate, personnel from NYCT's digital communications unit will be able to interact with riders about service changes or other matters in 108 languages.
The MTA first introduced the program in August and has been working to improve the internal processes associated with its launch in the months since, authority officials said.
Since August, NYCT has received approximately 4,000 messages from New Yorkers via WhatsApp, nearly 10% of the total incoming volume from other social media channels.
Contact Progressive Railroading editorial staff.