WhatsApp for Business has been helping businesses better connect and engage with their customers at scale. Here are some great real-life examples.
WhatsApp Business Platform has been helping businesses better connect and engage with their customers at scale. Here are some WhatsApp Business success stories that illustrate how other companies are using this platform and tips on how you can follow in their footsteps.
Travel WhatsApp Business success stories
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.
2. 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 RCS messaging via WhatsApp in this blog.
3. Booking.com
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!
4. Singapore Airlines
Passengers are always afraid of encountering flight delays and not being able to get to their destination on time. With customers paying more and more attention to customer service, it is essential to provide them with up-to-date information on their flights and communicate them as soon as possible delays or cancellations. 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.
More WhatsApp Business customer stories: entertainment, retail, banking
5. Netflix
Being able to reach customers where they already are and send them highly personalised messages is one of the many benefits of WhatsApp Business. For this reason, 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.
6. Uber
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.
7. Absa
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.
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.
8. Wish
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.
9. iFood
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.
Mayzin Han
Marketing strategist with 8 years of experience, 5+ of which in B2B tech. Currently the Senior Marketing Program Manager at Commify, I work closely with field marketing teams who sit across EMEA and APAC to strategise and create campaigns that meet customer and prospect needs. My background in content marketing means that I'm passionate about all things words, grammar and punctuation. In my free time, I like to run, box and torture myself at spin class because lots of cardio means you can eat what you want!
