Transforming Homes, Transforming Lives: The Healthy Home’s 15% Uplift in Retention with WhatsApp

The Healthy Home was established as a response to a family history of asthma and other respiratory issues, which were rooted in the extreme conditions of the Middle East. Founded in 2013, The Healthy Home is a leading provider of premium home and personal wellness services in the GCC. With the mission to help its customers lead healthier lives by offering a range of reliable and eco-friendly services, including AC services, pest control, water tank cleaning, furniture cleaning, deep cleaning, moving, painting, smart home automation and more. (Source)

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Challenges

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The team at The Healthy Home obsessed over customer experience. Keeping the customer at the center for all things service, marketing, or support. With their deepening relationships with customers, they wanted to adopt technology to improve customer experience throughout the buying process.  

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Their reliance on call agents for managing interactions and bookings often resulted in long waiting times and occasional human errors, impacting customer experience. Furthermore, while channels like SMS provided basic messaging capability, they lacked interactivity. Recognizing that approximately 4 out of 5 users in UAE actively use WhatsApp, the team saw an opportunity to reach customers on the messaging app the users already used.

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Solution

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The Healthy Home partnered with Tanla to streamline the complete appointment booking process for customers. This allowed users to book, confirm, reschedule, and cancel appointments directly via WhatsApp.

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Transforming Customer Experience:

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• Appointment Booking: Tanla enabled The Healthy Home to create a seamless appointment booking system. Using it customers could easily schedule services through an interactive WhatsApp bot, reducing dependence on call agents and minimizing waiting times. Saving hours of operational effort while enhancing customer experience.
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• Booking Management: Customers could confirm, reschedule, or cancel their appointments directly through WhatsApp, which made the process user-friendly and reduced errors.
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Intelligent Nudges Targeting Dropped Off Users:

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• Nudge users to complete booking: To improve conversions, The Healthy Home set up nudges for users who didn’t complete their bookings. These thoughtful and contextual messages improved bookings and brought in additional revenue by minimizing drop-offs.
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Driving User Reviews:

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• Post service nudges to drive reviews: The Healthy Home’s impressive rating of 4.9 out of 5, with over 4200+ reviews are backed by not just their superlative service but also intelligent and thoughtful reminders to customers after service experience.

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Customer Impact

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1. 12% Increase in Google Reviews: The seamless integration with WhatsApp led to a substantial increase in the number of Google reviews, aiding their online presence.

2. 15% Increase in Retention Rate: By using WhatsApp for service reminders and re-engagement messages, The Healthy Home saw a notable increase in customer retention.

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Customer Testimonial

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Future Plans

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With Tanla’s continued support, The Healthy Home aims to double down on WhatsApp as a primary channel of customer engagement. Including using WhatsApp for authentication messages (OTPs) to improve security and ensure smooth, verified bookings. Additionally, they plan to implement NPS or CSAT surveys to gather customer feedback and continuously improve their services.

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