技術夥伴: Sanuker Inc. Limited
Urbanic chose WhatsApp as a channel to communicate with customers because it’s one of the most popular messaging platforms in India and widely used by the ecommerce company’s customers. The company had previously used a webchat system to talk to customers, but after incorporating WhatsApp, it discontinued the system due to declining usage.
The ecommerce company worked with digital solutions provider Sanuker to integrate WhatsApp into its customer management system. Shoppers could opt in to the WhatsApp service on Urbanic’s website and mobile app, either when they registered for an account with Urbanic, or when they visited the checkout page at the time of purchase. Once they opted in, customers could message the brand’s customer service team directly, receive timely notifications about purchases, confirm or cancel orders, and even track their shipments all within WhatsApp—making the platform a one-stop shop for all of their needs.
With WhatsApp, Urbanic measured high message delivery and open rates. It could also communicate with customers easily since the platform is equipped to handle a large volume of customer messages. What’s more, the messaging platform allowed Urbanic to streamline its customer service efforts, since the brand is able to track orders via a customer’s phone number.