Optician and hearing aid specialist draeger + heerhorst is an expert in crafting first-class glasses and custom-fitted hearing aids. Prospects and customers can get advice at three locations.
Since Superchat was introduced, WhatsApp has quickly become a popular communication channel, both for customers and for the draeger + heerhorst team.
How draeger + heerhorst benefits from Superchat
- GDPR-compliant use of WhatsApp Business with 4 users at the same time,
- several locations brought together in one central view for the Managing Director in Superchat's unified inbox,
- WhatsApp templates for fast, standardised customer communication and
- opt-in methods for collecting WhatsApp newsletter subscribers via Instagram.
How draeger + heerhorst uses Superchat
Several locations in one unified inbox
draeger + heerhorst has 3 locations, in Duderstadt, Gieboldehausen and Leinefelde.
All the shops are integrated into Superchat's unified inbox. Each location has its own inbox, where the staff there can work on messages together.
Several WhatsApp Business numbers can also be added and used on Superchat's messaging platform. Each location has its own phone number.
Alongside WhatsApp Business, Superchat lets you use other communication channels too. draeger + heerhorst brings WhatsApp, Instagram and Facebook together in the unified inbox.
Handling customer enquiries via WhatsApp
WhatsApp gives draeger + heerhorst customers an easy way to get in touch. A common use case is reporting damage.
For example, a customer's glasses break. She sends a WhatsApp message to her local shop. The member of staff responsible carries out an initial assessment and lets her know about a possible repair appointment, including a link to book it.
People open WhatsApp dozens of times a day. This means enquiries can be handled much faster, and customer satisfaction goes up.
Collecting newsletter subscribers
Another key Superchat feature is the WhatsApp newsletter. Businesses can reach large numbers of prospects and existing customers with relevant messages via WhatsApp.
The clear advantage: an open rate of over 90% when used correctly.
One crucial requirement for success: a substantial list of recipients.
With Superchat and WhatsApp Business, opt-ins can be collected directly in the WhatsApp chat. draeger + heerhorst uses click-to-chat links to gain subscribers via Instagram.
For this, the business created Instagram Stories with a click-to-chat link. With one click, prospects land directly in the chat and can send the predefined keyword. This signs them up for the newsletter in a GDPR-compliant way.
