How Happybrush uses personalized WhatsApp services to build up a community of brand lovers

Happybrush is a young startup that wants to revolutionize the toothbrush market with its sustainable and social mission, technical benefits and attractive designs. Communicating those benefits to customers in a very personal way is crucial and has a huge value for them. Before approaching Charles, happybrush used inbound communication (via phone hotline, email service and social media) and outbound efforts via social media campaigns, influencer marketing and email newsletters to engage with their customers. As a high-paced startup, it’s not always possible to answer service tickets in a matter of minutes, and happybrush needed a way to maintain close and reliable communication withtheir customers. However, their phone and email communication channels are not native channels for their target group (18-39 years), while LiveChat on its website lacked the ability to sustain long-term customer relationships.

To unlock the full potential of Customer Support, happybrush set out to build a lasting community and create fans, not customers. However, they still wanted to be able to scale their Customer Care, all while not having to decrease the amount of personalization. It should be as easy and frictionless as possible for customers to reorder or address issues and get fast, helpful replies in a format that they’re used to.

WhatsApp gives happybrush the ability to combine the advantages of the brand's existing communication channels into a demographic-friendly means of staying in touch. Whatsapp enables direct access to its customers on an informal, yet personal, level while allowing ample time to send responses. It helped happybrush build up customer relationships while keeping chat history in one easily accessible place. And best of all, WhatsApp/Charles was easy to integrate into the company's daily customer support workflow, which motivated its service agents. Happybrush also implemented a chat bubble, which lead to a significant shift of traffic away from phone center and email and into chat. The ease in which customers can now send photos, videos and voice memos to the brand also greatly increased customer satisfcation. While the volume of happy customers increased, time and resources on the brand's side remained unaffected: happybrush's support team was able to avoid additional time spent on service tickets while increasing the possiblity to generate automated responses for frequently asked questions.