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Before Wati

Generic Messaging

Was sending generic messages & heavily relied on WhatsApp mass messaging tools & WhatsApp groups for customer communication, often getting blocked by Meta.

Manual processes

Time-consuming, manual processes at every step were becoming a barrier in scaling operations as fast as the growth of their customer base.

Inconsistent customer communication

With a user base of 400 & blocking issues, customer communication for Habuild was unreliable at best.

After Wati

Personalized Messaging

Shifted to one-on-one, tailored communication on WhatsApp, with no blocking issues whatsoever.

Automated entire customer journey on WhatsApp

From registration to onboarding, attendance, referrals and class feedback, the entire journey is now automated via Wati chatbots

Global Reach

Achieved scalable and efficient communication across 172+ countries, with a current user base of 3.1 lakh.

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Introduction

About Habuild

Habuild, short for “habit building”, is a prominent online wellness platform serving users in over 172 countries. With primary focus on Yoga, Habuild aims to help people adopt a healthy sustainable lifestyle by creating incremental awareness and guiding people through an array of programs such as 21-day one habit challenge, mindful journaling, juice fast, dance & stretch & much more.

Founded in 2020, in just four years, the company has built a solid community of 68 lakh people, including 3.1 lakh paid members, and currently holds global accolades from Guinness World Records and the World Records Union for hosting the largest virtual yoga session.

Catering to middle-aged women & older population, Habuild is focused on a demographic that isn’t very tech-savvy but widely uses WhatsApp, making it their primary channel to stay connected with their customers 24*7.

Credits: The Times of India

Disrupted, generic customer communication

When Habuild approached Wati, they were catering to close to 400 customers. At this point, their messaging strategy relied heavily on broadcasting to their users through WhatsApp mass messaging tools & WhatsApp groups.

“We used multiple groups for messaging, but our groups would often get blocked, disrupting communication with our customers. We then transitioned to one-on-one WhatsApp communication to connect with every user. However, doing this manually was a very tedious task. We needed a solution that allows us to set up WhatsApp automations & workflows to scale effectively,” explains Anshul Agarwal, Co-founder of Habuild.

While seeking a potential solution, Habuild evaluated Yellow.ai, Aisensy & Wati.

“Wati’s automations made it easily stand out from the rest of the competitors. Making workflows on Wati was much easier, we were able to set up WhatsApp chatbots quickly & scale processes. Wati also had many features that competitors didn’t, making it our top choice” adds Agarwal.

Habuild thus started relying on Wati heavily to connect with its growing user base.

Scaling to 3.1 Lakh customer base with Wati’s chatbots & automations

Reminder chatbot

Habuild offers three online yoga sessions daily at 6:30 AM, 7:30 AM, and 8:30 AM, allowing users to choose the time that best fits their schedule. Each day, customers receive an automated WhatsApp message asking for their preferred session. Based on their responses, they are enrolled in their chosen slot and receive a reminder just before it starts.

This entire process is automated through a custom Wati chatbot, which also helps Habuild track attendance. They currently maintain a consistent attendance rate of over 70% for their online classes, even with millions of users in their customer base.

This initial success gave Habuild the confidence to streamline more processes on WhatsApp.

Verification chatbot

Given that the majority of Habuild’s customer base is not very tech savvy, it was crucial to keep the registration process very simple. As a result, they only required users to provide their name and phone number at sign-up. They intentionally omitted OTP verification to avoid complicating the process for their users. However, this choice led to an increase in spam registrations.

To address this issue, Habuild created a verification chatbot in Wati that sends a confirmation message to users after registration, ensuring they are committed to joining the free session. This approach effectively replaced the OTP verification while minimizing spam.

Referral chatbot

With zero marketing spends elsewhere, Habuild came up with a unique solution for customer acquisition to keep their costs low. They created a referral chatbot in Wati. After users attend a free daily yoga session on their website, they receive a referral link via WhatsApp. This link directs them to generate a unique referral code to share with others.

Users earn rewards for each successful referral, with additional milestones for those who refer larger numbers. As a result, over 90% of Habuild’s user base comes from referrals, thanks to this innovative chatbot.

Onboarding chatbot

Habuild’s entire customer onboarding journey has now been streamlined on WhatsApp. The user journey starts with joining the free live yoga session on their website, followed by a small nudge to sign up for their paid sessions. Interested users are sent a payment link on WhatsApp.

Once the payment is made, the users are sent a payment confirmation and welcome message on WhatsApp, sharing the details of the program, class schedules, and different slots to join the orientation session – all explained in a concise video and managed with no manual intervention.

Data collection chatbot

After onboarding, customers receive a series of questions via WhatsApp to collect information about their age, gender, health conditions, and more. This data enables Habuild to understand their user base and develop tailored programs.

For example, they recently launched a diabetes program that started with 2,000 users and has now grown to 4,500. The messages sent to these users are specifically designed for diabetes management. Rather than overwhelming them with information, the program focuses on gradual education about small lifestyle changes—such as improvements in diet and sleep—to help them adopt healthier habits over time.

Feedback &
re-engagement chatbot

After the class, customers are sent a WhatsApp message to collect feedback on the classes. Understanding why users miss classes is also extremely important for Habuild to keep the users engaged. To gather this information, they created another chatbot flow in Wati & followed up with personalized solutions & offers to further re-engage the users, depending on the reason selected by the user.

Besides chatbots, Habuild uses many other features like keyword mapping, template design, and flow building to improve their customer communication.

“Wati’s features gave us the personalised connection we were missing, enabling us to foster a more engaged and trusting community. The platform’s flexibility, automations and customisation options provided exactly what we needed to enhance user engagement, stay connected with our customers on WhatsApp and build trust. The switch to Wati resulted in noticeable revenue growth.”

Anshul Agrawal

Co-founder of Habuild

Conclusion

With Wati, Habuild adopted communication strategies that deeply resonated with their users, resulting in a stronger community connection. Wati’s advanced features, such as inter-connected chatbots and tailored communication flows, were game-changers for Habuild and played a key role in helping them establish personalized connection with their millions of customers & community members across the globe.

These automations together streamlined Habuild’s entire customer journey, right from acquisition to onboarding and engagement, on WhatsApp and helped them grow from a customer base of 400 to 3.8 lakh users in just 4 years.

Expanding Global Reach and Record-Breaking Engagement

Habuild’s commitment to promoting a healthier lifestyle through daily habits has earned them global recognition, including Guinness World Records for 246,252 live viewers on YouTube, with over 5 million messages sent on the day of the events, and from the World Records Union for 599,162 participants on “International Yoga Day,” setting the record for the largest number of people performing yoga together in a virtual session.