Wati's Impact: Oxwhite's Conversion Rates Soar by 20%

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About Oxwhite

Oxwhite is a luxury lifestyle brand that caters to Asians, focusing on quality essentials. By cutting out unnecessary costs like middlemen and retail markups, they price their products based on material quality and craftsmanship. The brand is committed to sustainability, using eco-friendly materials and reusable packaging. Oxwhite envisions positively impacting Asian lives, empowering them to look and feel good proudly, all at an affordable price.

The Challenge

Before integrating Wati with their Shopify website, Oxwhite faced challenges in a few areas. Firstly, they needed a hassle-free way to capture their customers' names and phone numbers. Additionally, there was a requirement for a note section within the chat interface where they could jot down important information. Moreover, Oxwhite aimed to provide a seamless experience for customers by incorporating automation messages. These messages are needed to allow customers to choose whether to talk to an agent or obtain general information about the business. Handling these diverse needs through a communication platform posed complexities.

The Solution

Oxwhite found a comprehensive solution to their communication challenges by adopting Wati as their WhatsApp messaging platform. First and foremost, Wati provided a user-friendly way to seamlessly capture essential customer details such as names and phone numbers.

In addition, Wati addressed the need for a note section within the chat interface, allowing Oxwhite to jot down important information during conversations, enhancing their ability to provide personalized and efficient customer service.

Furthermore, Wati's automation messaging features were instrumental in meeting Oxwhite's requirements. The platform facilitated the setup of automated processes, spanning pre-sales, payment for orders, and after-service supports. This not only streamlined Oxwhite's operations but also allowed customers to choose between connecting with an agent for personalized assistance or obtaining general information about the business.

Outcome

Here's how Wati made things better for Oxwhite:

90%

Workload reduced on customer care agents

25%

Increase in customer engagement

40,000+

Increase in the number of customer queries

95%

CSAT score

20%

Increase in conversion rates

< 10 Minutes

Response
time

15%

Improvement in customer retention

Jaime

Virgil Chung

Senior Marketing Data Analyst at Oxwhite

Testimonial

Wati helps us keep things organized by letting us group our customer chats. This makes it easy to find the conversations based on the group. If we need to follow up later, we can mark chats as pending so we can find them again easily.The automation and chatbot feature in Wati made our work smoother, helping us communicate with customers more effectively and quickly complete tasks. Wati not only allowed us to send out WhatsApp messages but also helped improve our overall customer support.

Conclusion

By teaming up with Wati, Oxwhite found an easier way to connect with customers. Work became more straightforward with a significant reduction in customer support efforts. Engagement levels rose noticeably, and they handled increased customer queries while maintaining high customer satisfaction.