Venture Group Improves the Customer Experience With Bloomreach Engagement’s Native WhatsApp Integration

Story Behind the Brand

For over 25 years, Venture Group has poured its heart and soul into crafting a culinary empire, with over 16 cherished establishments scattered throughout southern Tenerife. These venues are recognized as some of the best places to eat in Tenerife and offer a diverse range of dining options.

of transactional WhatsApp messages read (excluding readers who have removed WhatsApp read receipts)

Challenge

Traditional marketing channels like email can lead to messages getting overlooked. After all, with customers receiving so many marketing messages every day, how can brands cut through the noise?

This is the challenge Venture Group faced. The brand found it difficult to effectively promote cross-marketing initiatives and collect timely feedback. The group recognized the need for a more personal and engaging way to connect with their customers and build one-on-one relationships, particularly after they had already made a booking.

Solution

The native WhatsApp integration within Bloomreach Engagement has allowed Venture Group to send transactional messages to already-confirmed customers for booking confirmations, reminders, cancellations, and post-dining follow-ups.

Bloomreach Engagement’s WhatsApp integration allows businesses to build, test, and track WhatsApp messages at scale to effectively reach customers on their mobile devices. Messages can easily be personalized and connected to a workflow or customer journey, making WhatsApp a quality option for marketers looking to expand their omnichannel marketing strategy.

Venture Group uses our WhatsApp integration to create highly personalized messages for customers, which greatly enhances the customer experience. Venture Group can tailor content according to the specific restaurant where a customer made a reservation and include relevant images, links, or special menu offers that best align with each customer’s preferences.

Venture Group has implemented several automated messaging scenarios, including reservation confirmations, cancellations, and reminders about upcoming reservations. This has significantly reduced the workload for restaurant hosts and ensures that relevant information is communicated directly to customers without unnecessary manual work.

By focusing on transactional messages, Venture Group can balance promotions and customer privacy. Since customers make initial contact by making a reservation, using Bloomreach Engagement’s native WhatsApp integration to follow up feels natural and welcoming rather than intrusive.

In particular, the company found these WhatsApp integration features especially useful:

Rich media messaging: The ability to send images, videos, and links directly through WhatsApp allows Venture Group to create visually appealing and informative messages that capture customer attention.
Automation: Automated scenarios for sending out reservation confirmations, cancellations, and reminders have streamlined the group’s operations and ensured that customers receive timely and relevant information about their bookings.
Having a direct communication channel: The WhatsApp integration offers a direct line of communication with customers, making it easier to connect with them in a way that feels more immediate than other channels.

We have observed a positive impact on customer retention. The convenience of receiving reservation confirmations and reminders directly through WhatsApp is great for our customers as we can meet them on a channel that they are already on.

Andreina Duque

Marketing Manager, Venture Group

Results

Customer satisfaction has noticeably improved since Venture Group started using WhatsApp messaging with Bloomreach Engagement. Customers have said that the ease of receiving reservation details and reminders directly through a platform they frequent has added an extra element to the customer experience they receive at their selected establishment.

The data supports that as well, as 87% of Venture Group’s WhatsApp messages have been read by customers since it started using the platform. Many customers have also pointed out that Venture Group is the only restaurant group currently sending these messages via WhatsApp, which makes their experience feel even more personal with their favorite establishment’s brand.

While these messages are mostly transactional, they greatly increase customer retention and satisfaction while giving patrons a more personalized experience with their venue of choice. Venture Group can also include special promotional offers in these messages — such as special happy hour or brunch deals — and those promotions have seen better traction on WhatsApp than other channels like email.

Thanks to Bloomreach Engagement’s native WhatsApp integration, Venture Group is now well on the path to fostering deeper and more meaningful relationships with its customers.