Milaap Drives 45% Donor Traffic with WhatsApp Business Platform
公司规模
Mid-size Company
地区
- Asia
国家
- India
产品
- WhatsApp Business Platform
技术栈
- Chatbot Capabilities
- Database Integration
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Revenue Growth
技术
- 平台即服务 (PaaS) - 连接平台
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 电子商务
- Software
适用功能
- 销售与市场营销
服务
- 系统集成
关于客户
Milaap is a prominent crowdfunding platform based in India, established in 2010. It empowers individuals and institutions to raise funds for various causes, including healthcare, education, sports, disaster relief, and personal needs. Milaap has leveraged technology to create a seamless and transparent online giving experience, offering omnichannel availability, round-the-clock donor support, and dedicated account managers for organizers. The platform's success heavily relies on engaging donors, with organizers driving traffic by sharing fundraiser links across multiple channels. WhatsApp has emerged as a significant contributor, accounting for 60% of the total platform traffic.
挑战
Milaap faced challenges in engaging donors effectively through traditional channels like SMS, emails, and calls, which had low delivery and open rates. This hindered the fundraising process, necessitating the exploration of new engagement channels. Additionally, technical hurdles such as integrating databases for efficient data exchange needed to be addressed. The solution also had to be user-friendly for the support team to ensure seamless adoption.
解决方案
In March 2022, Milaap implemented the WhatsApp Business Platform to enable two-way communication with their audience. The platform's chatbot capabilities automated essential workflow aspects, sending business-initiated messages based on event triggers. This improved organizer engagement by keeping them informed throughout the fundraising journey, reducing the need for time-consuming phone calls by account managers. The solution also enhanced communication with donors, providing prompt responses to queries and sending transactional updates like donation receipts and transfer notifications. Overall, the adoption of the WhatsApp Business Platform and workflow automation significantly boosted user engagement, click-through rates, conversion rates, and payment volumes, while reducing response times to customer queries and lightening the workload of the Milaap team.
运营影响
数量效益
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