How WhatsApp became woodboom's #1 revenue channel

As a premium furniture company, woodboom's bestseller is a €1,500 bed, a premium-priced product that needs some explaining. Before buying, its customers asked an average of 7 questions, mostly via email. This could easily take 2-4 weeks. Many potential buyers got lost on the way and ended up choosing different, more accessible solutions. However, a strength of woodboom as a Berlin-based, family-owned business has always been the customer-centric style of communication and the ability to convince and win back customers with empathetic conversations. Email and website did not seem to be the right channels to maintain these close connections in the long run.

charles approached Woodboom with its vision to merge conversation and conversion. We were confident, woodboom could bring marketing, sales and service to a new level with WhatsApp, delivering exceptional customer experiences while requiring less effort from the founders. Mischa and his team loved the idea of using their biggest strengths to grow their business in an empathetic way. This enabled them to scale the number of potential customers going into a consultation while maintaining the high service level without much additional effort.

WhatsApp finally enabled woodboom to make use of its unique ability to build lasting and valuable customer relationships. They reach their customers right in their daily habits and thus are able to cut their sales cycle to 2-4 days. At the same time, they were able to improve conversion rates by delivering exceptional service and timely replies. Eventually, WhatsApp became woodbooms #1 sales channel with over 70% of purchases initiated via chat.