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