About the organisation

A prominent household appliance manufacturing brand with a PAN-India presence is a flagship and privately held corporation. Additionally, it specialises in creating intricate and unique engineering solutions for a variety of industries.

Here’s how a home appliance manufacturing company improved customer communications with Route Mobile’s WhatsApp Business Platform

Challenges Faced

Customers’ requirements were being met via SMS, Call Center, Email, website, and social media. However, after performing an internal study, the company discovered that customers require more easy and more responsive methods of notification. The brand recognised the importance of customer service in driving engagement and sought a solution to give the greatest level of customer satisfaction while also increasing sales and customer engagement.

Product

Route mobile Route Mobile SMS for Freshworks iconWhatsApp Business Platform

Scripted the success story by

  • Introducing Route Mobile’s WhatsApp Business Platform to streamline service requests of the customers
  • Offering a faster service booking and service status checking was possible with the integration of WhatsApp chatbot capabilities
  • Enabling consumers to connect on a channel of their choice

Outcomes of #RouteItRight methodology

  • Improved service quality by embedding links to the call center and the website
  • Observed increase in associated product sales
  • Increase in brand recognition