Business App
Omay Foods
Creating personal customer relationships with WhatsApp for Business
A snack manufacturer uses the WhatsApp Business app to provide a personal shopping experience, turning customer questions into repeat business—including a 5X growth in sales.
5X
increase in customer inquiries via WhatsApp compared to previous email contact channel
3X
increase in repeat customers via WhatsApp in April 2021 compared to March 2020
5X
increase in sales for retail channels in April 2021 compared to March 2020
*Results are unique and are provided by the featured business. Success story results will vary, as they depend on a variety of factors.
Their Story
Roasted, ready-to-eat snacks
Omay Foods uses an ancient process to create modern snacks for health-conscious eaters. Instead of frying food, the company roasts seeds, nuts, legumes and more in rock salt using no oil, butter or cheese. The result is a wide range of munchies that are free of oil and cholesterol.
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Hassle-free customer service
Omay Foods wanted an easy and human way to guide new customers through the ordering process. The company also needed a convenient and quick method to communicate with business-to-business customers (such as retailers and wholesalers) outside of email.
"The WhatsApp Business app is a powerful platform to build trust and confidence amongst our customers. The convenient channel plays an indispensable role in our customer care functions along with setting a high conversion rate across business-to-business domains."
Vijay Katta
Founder, Omay Foods
The Solution
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A human touch
Omay Foods found that most people in India want to gain confidence in a new business before placing an order. That’s why the team added a WhatsApp button to its website, Facebook Page and Instagram profile, making it easy for potential customers to ask questions and start conversations in just a few clicks.
To build trust and credibility from the very first interaction with a potential customer, Omay Foods used WhatsApp Business features like catalogue, business profile and quick replies to help set expectations and turn questions into purchases.
WhatsApp also became an important communication channel for driving repeat sales, as many of Omay Foods’ customers prefer to message the business directly in WhatsApp when they want to place a new order. It’s a hassle-free and personal way to stay in touch with the business and order their favorite roasted snacks and trail mixes.
To drive awareness and new sales, Omay Foods also ran Facebook ads that sent customers directly to its website where they can shop or message the business directly by clicking the WhatsApp button.
The Results
Roasting the competition
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Adding a reliable channel
By linking its WhatsApp for Business, Facebook and Instagram accounts, Omay Foods can reach more customers, showcase its products, and answer questions from customers when they’re most engaged. From when the company launched WhatsApp, in March 2020, to April 2021, it saw:
- 5X increase in customer inquiries via WhatsApp compared to previous email contact channel
- 3X increase in repeat customers via WhatsApp in April 2021 compared to March 2020
- 5X increase in sales for retail channels in April 2021 compared to March 2020
*Results are unique and are provided by the featured business. Success story results will vary, as they depend on a variety of factors.
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The WhatsApp Business App offers a more personal customer experience so you can better run your business.
