9 WhatsApp Business Platform success storiesTopic: WhatsApp
Since its launch in 2018, WhatsApp Business Platform has been helping businesses better connect and engage with their customers at scale. Here are some WhatsApp success stories that illustrate how other companies are using this platform and tips on how you can follow in their footsteps.
1. Melia Hotels International
From reservations and confirmation notifications to location services, the Spanish hotel chain uses WhatsApp to provide customers with any information they might want/need to know about their stay. This allows Melia Hotels International to offer better customer service and experience.
In addition to email, Netflix uses WhatsApp to send its users personalised recommendations and information about their account. Not only does this improve message open rate and ensure important notices aren’t missed, but it also offers users an instant connection to the streaming giant.
Different customers have different communication channel preferences. Combine this with Booking.com’s mission of making it easier for everyone to experience the world and it’s easy to understand why the Dutch online travel agency implemented WhatsApp.
Customers can receive their booking confirmation and other key information via WhatsApp as well as printing it out, accessing it via email, the app or website!
In December 2021, Uber announced that booking an Uber ride just became as easy as sending a WhatsApp message. And it certainly has in India. Not only can rides be booked via the Uber app, but they can now also be booked via an official Uber WhatsApp chatbot.
You don’t even need the Uber app – everything from user registration to booking a ride and receiving a trip receipt can be managed entirely within WhatsApp.
One of the first banks to roll out WhatsApp for Business, Absa Bank wanted to make it easier for its customers to get in touch. The South African bank launched ChatBanking in 2018 which allows customers to bank and chat at the same time.
6. Singapore Airlines
Singapore Airlines uses WhatsApp to offer travellers up-to-date flight information. All customers need to do is enter their flight number and departure date. This makes it much easier to get flight status when on the go.
Now customers can use WhatsApp for personal purposes and connect with Absa Bank’s customer service team while still being able to bank via a secure interface.
As you know, it’s easy for customers to change their minds about a purchase, whether that’s because they’re unsure about the product or they’ve found a better deal elsewhere. With WhatsApp Business API, American e-commerce platform Wish can connect with customers during the most critical moments of purchasing, offering them the most seamless experience possible.
Customers can use WhatsApp to keep track of their orders, reach out to customer service and more.
8. Accor Hotels
By implementing WhatsApp, Accor Hotels’ customers no longer need to pick up the phone or head down to hotel reception if they need something. Instead, they can use WhatsApp to connect with the hotel reception or other facilities.
Read more about how Accor Hotels uses rich messaging via WhatsApp in this blog.
Brazilian food delivery group iFood has used WhatsApp to grow its business. As WhatsApp is one of the biggest channels for food orders in Brazil (particularly during the Covid-19 pandemic), it just makes sense for iFood to partner with WhatsApp. Not only is it a way to meet customers where they already are but it’s a communication channel they prefer.
Discover the potential of the WhatsApp Business Platform
The above examples are a testament to the business benefits WhatsApp can offer, no matter the size and complexity of your organisation. But what if you’re already using SMS as part of your marketing and communications strategy? Where can WhatsApp fit in then?
In our guide to the WhatsApp Business Platform, we not only answer those questions but also outline some best practices when it comes to implementing the solution into your customer communications strategy. Click the button below to learn more.