Customer story:Interaksi reduces costs and increases sales by automating service requests with a WhatsApp bot
100%leads contacted within 1 min
65%+open rate
About the brand
Interaksi is a service marketplace in Indonesia. It offers:
- → service performer search within 15 min
- → verified professionals only
- → refund guarantee
![Interaksi screenshot](png/pic7bf0.png)
Interaksi connects people who look for services like photography, design, or English language teaching with specialists:
- Customers submit a service request on the platform
- All related specialists get the request details via WhatsApp
- Customers select a specialist from the responses they receive
- Live chat managers connect customers with specialists
Challenges
Interaksi managers had to send all WhatsApp messages manually. It caused three main issues:
- → missing leads due to human factor
- → long wait times due to manual request processing
- → WhatsApp Business accounts getting blocked due to manual business-initiated messaging
Goal: to automate finding service performers for leads
Solution: Interaksi automated two service request flows
Flow 1. Processing
- Traffic from targeted ads drives to the Interaksi website
- Leads submit their service requests
- All lead and request data uploads to Chatfuel
- Chatfuel bot notifies service performers based on a request type
Flow 2. Confirmation
- Service performers respond to a request
- Chatfuel bot sends customers service performers' profiles
- Customer chooses a service performer they like
Results:
Interaksi connects customers and service performers within 1 min
- 100%reachability
- 65%+open rate
WhatsApp Business account upgrade
Chatfuel, Meta's official partner, consulted Interaksi on getting an approved Meta Business account and helped to:
- → Set up automated WhatsApp messages to replace manual texting
- → Significantly grow the volume of business-initiated WhatsApp messages VS. manual texting
- 75%service performer retention
- 5 minservice performer response time
- 12.5%application to deal conversion
Successful business idea testing
Interaksi launched an MVP (minimum viable product) business using WhatsApp automation.
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