How Haptik Enabled OYO to Leverage WhatsApp for Customer Service

Industry

Hospitality

Platform

WhatsApp

Live Since

December 2018

Product Used

Customer Care

Haptik’s Customer Care has proved to be a great platform for us, enabling our Guest Experience Managers to effectively connect with customers on WhatsApp and resolve their issues. We have observed a significant reduction in the volume of calls to our customer care helplines since we implemented this solution.

— Varitant Goyal, Product Manager, OYO Hotels & Homes

Opening its doors in 2013, OYO Hotels & Homes is the world’s third-largest chain of hotels, homes, managed living and workspaces. The portfolio combines fully operated real estate comprising more than 23,000 hotels and 46,000 vacation homes. Now with Leisure Group joining the chain, OYO can be found in more than 800 cities in 80+ countries, including the U.S., China, Europe, U.K., India, Malaysia, Middle East, Indonesia, Philippines, and Japan.

Challenge

OYO wanted to offer customer support over WhatsApp, by enabling their Guest Experience Managers to respond to user queries on the messaging platform.

The key objectives of the solution included:

  • Reduce support costs by deflecting call center traffic.
  • Enable support staff to manage customer interactions at scale.
  • Swiftly resolve customer queries over WhatsApp.

Solution

Haptik proprietary Customer Care platform was seamlessly integrated with OYO’s WhatsApp Business account, that helped them:

  • Handle multiple conversations simultaneously and provide a swift resolution to customer issues.
  • Measure the productivity and efficiency of individual support agents.
  • Gather data about the top reasons for customers to seek support.

Key Use Cases

Business Impact

85K+

Monthly Conversations

55K+

Monthly Unique Users Engaged

15%

Reduction in Call Center Traffic

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