By Ron Chen, Senior Correspondent, ASEAN Region
Leading CPaaS (Communication Platform as a Service) provider to enterprises, over-the-top (“OTT”) players, and mobile network operators, Route Mobile Limited (Route Mobile), has announced that Route Mobile LLC, a step-down subsidiary of Route Mobile has enabled Coca-Cola UAE to connect with their customers and make it easier for them to order their favourite beverage online. Customers will also be able to pay for the order via Coca-Cola’s Payment Gateway without leaving the WhatsApp chatbot, making it a seamless end-to-end process.
Customers do not need to use the Coca-Cola UAE mobile app or visit their website to place an order anymore. Route Mobile’s WhatsApp chatbot solution, which went live on June 22, 2022, now allows Coca-Cola UAE to provide its users a conversational experience by automating the ordering process via a popular messaging platform for a better experience. It can be activated by saving +971561777560, which is Coca-Cola UAE’s WhatsApp number and sending a “Hi” message.
“We wanted to make it easier for our customers to order beverages and Route Mobile’s WhatsApp chatbot system checked all the boxes. It even allowed us to integrate our own payment system into the experience, so customers don’t have to rely on or install other apps, leading to a win-win for Coca-Cola UAE as a brand and our customers as well,” said Coca-Cola UAE Spokesperson.
“Route Mobile has brought the Coca-Cola UAE brand closer to its customers with the WhatsApp chatbot ordering solution. It takes the product directly to the consumer while keeping the interaction conversational in nature, as though the user is messaging a person on the other side. It gives us great pleasure to be an enabler for a global brand like Coca-Cola UAE. This will serve as a testimony for Route Mobile’s foray into other markets in the region,” said Managing Director & Group CEO, Route Mobile Limited, Rajdipkumar Gupta.
Besides automating the order management and improving customer experience, Route Mobile’s WhatsApp chatbot solution will also make the process more cost effective for Coca-Cola UAE and present a future use case where the company will be able to provide customer support over the same messaging channel.
“Coca-Cola UAE’s use of WhatsApp for conversational commerce is an excellent example of how CPaaS lets a brand connect with its audience in a seamless manner for a positive customer experience. This communication channel results in greater efficiencies and faster ROI than the traditional e-commerce methods,” shared EVP & Business Head- MEA, Route Mobile LLC, Sharad Thukral.