Business Platform
Kopi Kenangan
Growing customer orders with WhatsApp
Brand
WhatsApp Business Solution Provider
Kopi Kenangan, a rapidly expanding grab-and-go coffee chain based in Indonesia, replaced its underperforming notification channels with WhatsApp and saw a 3X increase in customer orders from promotional notifications.
3X
increase in conversions for coffee orders via promotional notifications in WhatsApp, compared to promotional notifications via traditional channels.*
2X
increase in customer retention from WhatsApp, compared to customer retention in traditional channels.*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Indonesia’s largest coffee-store chain
Kopi Kenangan is currently Indonesia’s largest branded coffee chain. Founded in 2017, the company has a customer base of at least 10 million active customers across three countries (Indonesia, Malaysia and Singapore) and 900 stores. Kopi Kenangan’s stated goal is to redefine the coffee-drinking experience in Asia through its mission of sharing high-quality Indonesian coffee across the continent.
Their Goal
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Boost conversions and lower costs
Kopi Kenangan was looking to boost user conversion rates and reduce customer acquisition costs. The team wanted a replacement to the low-converting traditional channels it had been using for its promotional notifications.
Their Solution
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Awakening greater customer results
To reach its goals of improving customer engagement and increasing coffee orders, the Kopi Kenangan team decided to use WhatsApp to deliver promotional offers to customers. The brand collaborated with NXCLOUD, its cloud communication partner, to integrate its membership management system with WhatsApp.
This integration allowed Kopi Kenangan to send authenticated messages on WhatsApp, which ensured a smooth registration and login process for existing customers. The brand was then able to send marketing messages to these customers via WhatsApp, and give them direct access to promotions.
“Utilizing WhatsApp has significantly boosted the conversion rate for our coffee promotions aimed at existing customers. At the same time, the incorporation of our WhatsApp community has proven instrumental in effectively retaining our loyal customer base. Moving forward, our commitment extends to developing additional notification and service scenarios on WhatsApp Business to cater to our broad customer community.”
Fengping Zeng
CTO, Kopi Kenangan
Customers were also invited to join Kopi Kenangan’s WhatsApp community to stay informed on company news and updates. Communities on WhatsApp bring members together in topic-based groups where administrators can share updates and announcements at scale.
Kopi Kenangan also incorporated ads that click to WhatsApp and automated WhatsApp replies to elevate the user engagement experience. This helped the team attract customers to its WhatsApp account by allowing them to claim special promotional offers for joining Kopi Kenangan’s WhatsApp channel.
Their Success
To determine the success of using WhatsApp to reach its customers, Kopi Kenangan leveraged NXCLOUD to compare WhatsApp to its traditional channels during a week-long campaign in July 2023. The team reported that using WhatsApp improved performance, including:
____
An eye-opening increase
- 3X lift in conversions for coffee orders via promotional notifications in WhatsApp, compared to promotional notifications via traditional channels.*
- 2X increase in customer retention from WhatsApp, compared to customer retention in traditional channels.*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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