Back to Case studyLeading Interior Design Company Streamlines Business Communication with WhatsApp Business Platform
ShareIntroduction
The customer is an interior design company with offices in Mumbai, Pune, and Hyderabad. It provides customised solutions for turnkey interior décor, renovation of different rooms, kitchen redesign, teakwood crafts, and luxury designer services.
Counted among the top-25 leading interior design firms by The CEO Magazine, the enterprise has received a number of awards for its creative work and customer satisfaction. Partnering with more than 100 contractors, it handles projects of all sizes and also offers special courses to budding interior designers.
The company contacted Tata Tele Business Services (TTBS) seeking an enterprise-grade messaging solution to interact with customers and generate leads. The marketing team was looking for a channel that could be deployed on the website and also used as an application installed on handheld devices.
The company contacted Tata Tele Business Services (TTBS) seeking an enterprise-grade messaging solution to interact with customers and generate leads. The marketing team was looking for a channel that could be deployed on the website and also used as an application installed on handheld devices.
Business Challenges
Over the years, the company had been using a mix of email and phone calls to communicate with its clients. However, this was found to be an inefficient and time-consuming practice as the email often went unnoticed and phone calls were missed, resulting in poor return communication from their customers.
To give near real-time updates of ongoing projects to concerned customers and leave texts that they can check anytime on their phones, the company wanted to adopt a messaging platform.
It sought a widely used channel that could perform tasks such as:
- Sharing pictures and videos of products and design themes for interior décor plans
- Sending updates on the names and contact details of engineers and designers to whom a task had been assigned
- Conducting feedback surveys to get customers’ opinions on services provided to them
As WhatsApp is the most commonly used service for instant messaging in India, it became the company’s first choice. For the deployment of the business application, the marketing managers preferred to have an experienced partner who could activate all the necessary features and integrate the solution with existing CRM software used by the organisation.
TTBS Solution
TTBS is among the leading information and communication technology (ICT) companies offering WhatsApp services to business users. Our solution architect provided Smartflo WhatsApp Business Platform and added an application widget on the company’s website so that prospects could provide their contact number and connect with a customer service rep to get answers to their queries.
After the activation of WhatsApp Business Platform by TTBS, it became easier for the company to connect with clients and give them updates on their ongoing projects. A chat labelling system helped them organise client conversations based on the project stage, leading to streamlined management of interior décor tasks. The marketing agents could also send new offers to prospects for lead generation.
The application provided all the features that the organisation needed to simplify business communication and make it more effective:
- It was now easy to send images and videos for interior design works and get customers’ opinions on aspects they needed in their homes.
- Whenever an architect or designer was to visit a site, the company could send relevant details to the customer so that they could be available should their presence be required for discussions and decisions.
- The organisation could also use Smartflo WhatsApp Business Platform to solicit customer feedback on projects completed and services provided.
All communication on the platform was encrypted end-to-end for complete dat privacy. Smartflo WhatsApp Business Platform was also integrated with the CR database and it provided a section to see how customers/prospects responde to different messages sent by the company.
Benefits
- Improved customer experience with faster response to queries and timely updates on work entrusted to the organisation
- Ease of customising messages to send PDF files and multimedia content
- Automated AI based answers to frequently asked questions, freeing customer service reps for tasks that needed human intervention
- Privacy of communication with endto-end encryption of messages/data shared between senders and recipients
- Actionable insights from usage analytics section to understand customer sentiments as per their response to messages
To download the case study enter your details
With TTBS-supported WhatsApp Business Platform, the customer was able to create and optimise their business communications. They appreciated that it was really simple to use and came with a multitude of features to optimise communications with customers.
You may also like
Connect With Us
Please Fill in Your Details and We'll Call You Back!
Please Fill in Your Details and We'll Call You Back!
