ANALISIS PEMANFAATAN WHATSAPP SEBAGAI MEDIA INFORMASI DALAM PELAYANAN LAUNDRY (STUDI KASUS PADA CLEAN LAUNDRY)

The purpose of this study was to analyze the use of WhatsApp as an information medium in providing services at Clean Laundry. The need for laundry businesses to maintain quality and customer satisfaction amidst intense competition has encouraged them to leverage technological advances by adopting the internet. Business activities supported by internet technology create innovative ways to win in today's market. This research used a qualitative method with a case study approach. Data collection techniques included observation and in-depth interviews. The results indicate that WhatsApp serves as the primary communication tool for receiving orders, confirming laundry status, promoting services, and handling complaints. The use of features such as chat, photos, and status updates facilitates relationships and fosters customer trust. After-sales service is provided as a follow-up to provide compensation for complaints, strengthening customer loyalty. Challenges in using WhatsApp include high chat volume and internet connection interruptions, which require improved communication management strategies.