Winning over the football fanbase with WhatsApp business APIBy taking advantage of WhatsApp business API this Spanish football club was able to provide customer service outside of usual business hours with an in-app powered virtual assistant. Atlético de Madrid is a professional Spanish football club based in the capital of Spain, Madrid. Playing in the La Liga, the professional Spanish men’s football league. Founded in 1903, it is one of Spain’s oldest football clubs.
Goal experience
As part of a broader shift to provide a superior digital experience, Atlético de Madrid wanted to provide multilingual customer service via a platform that was easily accessible and available at all times.As many people in Madrid had the app installed on their phones and were already using it to talk to one another, Atlético de Madrid decided to use it as a communications platform. The football club created a classified index of every customer query it had received from various sources such as social media, email, telephone and stadium office. With this information, it then designed a WhatsApp-powered virtual assistant that could serve customers in both English and Spanish.Launched in August 2019 to coincide with the start of the football season, the WhatsApp run-virtual assistant serves as an information hub where people can find out more about memberships, players, matches, seasons and tickets. It can respond to queries and interact with people using emoticons, videos, photos, and so on. The 24/7 access to the app allowed thousands of fans to get instant assistance to any queries via WhatsApp outside of regular business hours. Since the launch, Atlético de Madrid continues to improve its digital experience and plans to launch an analytical service for the WhatsApp virtual assistant to detect and predict new areas of customer interest.
The scorecard
With the WhatsApp-powered virtual assistant, the football club was able to quickly reach thousands of customers. After launching in August 2019, Atlético de Madrid earned the following results:
- 36% of traffic from customer conversations was redirected to the sales platform
- 35% of customer interactions could be handled outside of business hours
- 46,000 messages sent in response to fan queries within first two months
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In 2020 Gather Social launched Spotlight. The aim of Spotlight is to tell the real stories of businesses and careers and dispel the myth of overnight success. Whilst videoing isn't feasible at this time, we have launched a blog from which we aim to inspire future generations with positive content during this anxious time.
What is Spotlight
We are living through the strangest of times. As the Managing Director of a business, I started with a £300 quid laptop and not much more to my name. This time period has given me the chance to spend a lot of time reflecting on the last five years of my life; There have been some incredible lows and some insane highs. Nothing could have prepared me better to try and navigate the current landscape with kindness, gratitude and positivity.
If like us, you have spent some time reflecting on your business journey and career then I would like to invite you to guest blog for Spotlight. When normality returns, which it will, we would love to welcome you to come and film your story.
What can we do for you?
We can provide you with a template of questions to work from, or happy to just receive your thoughts. One of the talented team here at Gather Social will turn your content into a blog. In return, we will publish your story and distribute it across our social networks. We have over 10K connections across all our accounts and would serve as very positive PR at this time. We are continuing to advertise throughout this period and would even include your contribution in our paid adverts strategy.
Get involved
If you would like to contribute please don't hesitate to get in touch via the contact form. Whilst providing yourself with some positivity, the sharing of your story could provide someone with some much-needed positivity right now.
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Streamlining sales and customer communications with the WhatsApp business appCardex Autoelie is a German auto part retailer who used WhatsApp Business app as its primary customer communication tool which lead to a significant increase in orders being placed. Resulting in 90% of sales being made via the app.
Driving growth
In the city of Wuppertal, Germany, Denis Spiecker and Christian Honeger- friends and business partners, decided to take their passion for restoring, repairing and servicing cars to the next level by opening Cardex Autoteile OHG, a thriving car parts business, in 2014. With the dream of establishing Cardex as the go-to destination for car parts, service and even cleaning.
Smooth ordering and communication
In order to purchase car parts in Germany, a customer must provide the retailer with the vehicle’s registration details. Co-founder Denis says that this documentation was exchanged typically via email or post, this was often complicated and extremely time-consuming. In August 2018, Cardex transitioned to the WhatsApp Business app to streamline this process. As Cardex’s primary customer communication tool, the WhatsApp Business app has driven 15,000 more customers in less than a year. The WhatsApp Business app’s labels feature helps Cardex organise orders, and Away messages mean it can respond to customers immediately, even during busy times. This level of customer service has not gone unnoticed.“With my volume of work, I need to communicate very fast and WhatsApp allows me to optimise my work much better,” explains Lars Wolfertz, a local car workshop owner who orders up to 15 products at a time. Another customer says, “I have chosen Cardex Autoteile because, with their WhatsApp service, all the steps to acquire a piece of a car are much easier.”Due to the success of the WhatsApp Business app, Cardex now stands out from the competition and its goal of becoming the town’s preferred auto parts and service provider is more achievable than ever before.
faster and better orders
After making the WhatsApp Business app its primary customer communication tool, Cardex Autoteile saw the following results:
- 90% of sales occur via the WhatsApp Business app
- more than 15,000 customer requests received within the first nine months of using WhatsApp Business app (August 2018–May 2019)
- 10 orders received via WhatsApp daily
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Telecommunications service provider Orange utilised WhatsApp API to keep in touch with there customers with 24/7 customer service serving a staggering650,000 people within 10 months.
Increasing Customer service
French mobile communication company Orange Group is one of the largest telco providers in the world. Providing services for mobile, landline and internet! With nearly 300 million customers worldwide Orange's aim was to improve its customer service. Providing customers with a channel that they could use to contact the company 24/7.
Automatic response
WhatsApp is among the most popular messaging apps in Spain, so Orange Spain wanted to offer its customers the opportunity to reach the company through a popular app. The company used WhatsApp Business API into its suite of customer communication with the help of technology provider LivePerson.Customers could easily access Orange WhatsApp services by calling its customer number. During the call, Orange ensured to ask if they wished to continue with their question via WhatsApp.Orange used virtual assistant Djingo throughout the conversation to offer solutions in response to customers’ questions. For more complex issues customer service agents could enter the WhatsApp conversation without affecting their experience.
Reaching thousands with WhatsApp
By adding the WhatsApp Business API, Orange Spain can provide 24/7 customer service to customers. More than 400 agents now support the WhatsApp channel from contact centres all around Spain.WhatsApp quickly became the number one service among Orange customers! This achieved the following results over a 10 month period:
- More than 1.5 million WhatsApp conversations
- 650,000 customers served via WhatsApp
- 80% of customers recommend WhatsApp
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