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WhatsApp gives us even more control over how we can engage with customers. In addition to the chatbot, we can include rich-media pictures and GIFs, the bot, and gamification. We have more flexibility to start different conversations with different customer segments.
Given WhatsApp’s wide reach, we wanted to leverage it to drive consideration and commerce through engaging, personalised conversations. The digital assistant on WhatsApp was created specifically for our campaign and incorporated immersive, rich-media features such as images, videos, audio and emojis. As a result, we measured almost one million interactions with seven minutes of engagement per session to drive a nearly 20,000 hours of engagement.
Making WhatsApp a cornerstone of our customer engagement has helped answer queries of over 85,000 customers and generate high-quality leads every month. The confidence customers gained through our spot offer feature in WhatsApp makes them twice as likely to apply for a home, compared to leads that came from other online sources.
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