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“We started with printing comic books in 2016 and recently, after WhatsApp Business (was launched here)… we pivoted to digital comics,” said founder Rajeev Tamhankar, an alumnus of IIT-Roorkee who earlier worked at Flipkart<\/a> and Xiaomi<\/a> before venturing into comic books. “Ever since, we have started focusing heavily on WhatsApp subscriptions and our mobile app.”
Facebook-owned WhatsApp, the largest messaging app in India with more than 200 million users, in January officially launched its WhatsApp Business app in the country. The app is particularly aimed at making communicating with customers easier for small businesses. Several companies in India, including large enterprises such as Oyo<\/a> and Bookmyshow<\/a>, have since started using WhatsApp Business to interact with customers. The Android app is free to download. “The WhatsApp Business app is designed for small businesses. We are currently testing a solution for larger businesses—like an airline, ecommerce company or bank—to connect with their customers on WhatsApp,” a company spokesman said in an email, adding more than 3 million people globally are actively on WhatsApp Business.
He didn’t give specific numbers for India but gave another example of Bengaluru-based Unikorn Pet Services that uses the away message feature on WhatsApp Business to speed up customer interactions, and the quick replies feature to answer frequently asked ques- tions instantly.
“We have been able to scale our business very well (via WhatsApp Business) because of two reasons—personalisation and engagement,” said Tamhankar. “If some story is doing good, subscribers swamp our WhatsApp with ‘likes’ and ‘heart’ smileys, and if they hate something, they let us know.”
Similarly, Glassic, a maker of eyeglasses and sunglasses, has started communicating with its customers through WhatsApp, sending specific images and videos of products that customers ask for. Once customers make their selections, Glassic sends a payment link via WhatsApp that takes them to the company’s website to place the final order.
“Emails and SMSes aren’t the best way to communicate to customers, as SMSes could be too intrusive and emails are checked sporadically,” said cofounder Kailash Nichani. “WhatsApp seems to be a comfortable way (to communicate with customers) probably because people are so used to it.”
Larger companies, too, have been quick to get onboard WhatsApp Business.
Online travel platforms MakeMyTrip<\/a> and Goibibo<\/a> have integrated WhatsApp Enterprise solutions for delivering e-tickets and hotel booking vouchers to customers, as well as to allow them to select their seats on planes.
For hotels chain OYO, an early adopter of WhatsApp Enterprise Solution since November, the messaging app’s global reach has made it easier to communicate with its international guests.
OYO allows both booking and cancellations via WhatsApp and plans to also take feedback via the platform.
“With WhatsApp, we have seen an increased level of engagement with our guests. The response rate for booking confirmations received through the platform has jumped multifold in comparison to SMS,” said COO Abhinav Sinha.
Ticket booking platform BookMyShow has made WhatsApp its default ticket confirmation channel for customers. “For us, the potential of WhatsApp goes way beyond just being a ticket confirmation channel,” said product head Ravdeep Chawla. “It was about enhancing convenience and ease for our users.”
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WhatsApp初创公司的业务使谈话
Facebook-owned WhatsApp,印度最大的消息传递应用程序拥有超过2亿用户,1月份正式推出其WhatsApp业务应用程序。
“我们开始印刷漫画书,最近2016年,之后WhatsApp业务(发射)…我们转向了数字漫画,“创始人Rajeev Tamhankar说,曾在早些时候IIT-Roorkee的校友Flipkart公司和小米进入漫画书。”从那以后,我们已经开始重视WhatsApp订阅和我们的手机应用程序。”
Facebook-owned WhatsApp,印度最大的消息传递应用程序拥有超过2亿用户,1月份正式推出其WhatsApp业务应用程序。应用程序尤其旨在使小企业更容易与客户沟通。有几家公司在印度,包括等大型企业欧和Bookmyshow,已经开始使用WhatsApp业务与客户进行交互。Android应用程序是免费下载。“WhatsApp业务应用程序是专为小型企业。我们目前正在测试解决方案更大的行业如航空公司,电子商务公司或WhatsApp)与客户联系,”公司发言人在一封电子邮件中说,全球超过300万人正在积极WhatsApp业务。
他没有给出具体的数字为印度但给的另一个例子Bengaluru-based Unikorn宠物服务使用了消息功能WhatsApp业务加快客户交互,和快速回复功能规划设计常见问题——立即回答。
“我们一直可以扩展我们的业务非常好(通过WhatsApp业务),因为两个reasons-personalisation和接触,“Tamhankar说。“如果一些故事是行善,订阅者沼泽WhatsApp,“喜欢”和“心”笑脸符号,如果他们讨厌的东西,他们让我们知道。”
同样,Glassic,眼镜和太阳镜制造商已经开始与客户沟通通过WhatsApp,发送特定的图像和视频的客户要求的产品。一旦客户让他们选择,通过WhatsApp Glassic发送一个付款链接,需要他们公司的网站最终的订货。
“电子邮件和短信没有和客户交流的最好方式,因为短信可能过于侵入性检查和电子邮件偶尔,“说创始人凯拉什Nichani。“WhatsApp似乎是一个舒适的方式(与客户)沟通可能因为人们习惯了。”
大公司也迅速得到机载WhatsApp业务。
在线旅游平台MakeMyTrip和Goibibo集成WhatsApp企业解决方案给客户提供电子票证和酒店预订凭证,以及允许他们选择他们的座位在飞机上。
酒店连锁欧,去年11月以来WhatsApp企业解决方案的早期采用者,消息传递应用程序在全球的影响力使其更容易与国际交流的客人。
欧允许通过WhatsApp预订和取消,也计划通过平台反馈。
“WhatsApp,我们看到水平的增加与客人的接触。预订确认收到的响应率通过平台相比,增加了多种的短信,”首席运营官阿Sinha说。
订票平台BookMyShow使得WhatsApp其默认的机票确认渠道客户。“对我们来说,潜在的WhatsApp远远超出仅仅是一张票确认通道,“产品头Ravdeep拉说。“这是关于提高我们的用户方便和轻松。”
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