02 Taksi modernizes its customer communications with WhatsApp
Better customer experience
on a familiar and trusted channel
Intelligent routing
cost-efficient and reliable messaging
02 Taksi is one of the first companies in Finland to use WhatsApp messages for taxi bookings. Customer messages used to be sent by traditional SMS. WhatsApp now runs alongside SMS and modernizes the company’s customer communications.
“WhatsApp gives 02 Taksi’s customers a new and natural way to message, and the verified business profile helps build trust between businesses and their customers. WhatsApp is already an established customer communication channel around the world, and more and more companies in Finland are seeing what it can do for customer communications.”
Intelligent routing ensures cost-efficient and reliable messaging
02 Taksi uses LINK’s Intelligent Routing solution. Messages go out through WhatsApp first, and SMS acts as an automatic fallback channel. 02 Taksi doesn’t have to manage routing by hand as each message is automatically delivered through the right channel for that recipient, all through a single integration.
“WhatsApp improves the customer experience by letting customers hear from 02 Taksi on a familiar and trusted channel. As part of the customer journey, customers get real-time updates such as booking confirmations and taxi arrival notifications. It’s not just a messaging channel. It’s a way to build long-term customer relationships through a better and better experience.”
A familiar and secure way for customers to communicate
WhatsApp is a very familiar and popular messaging channel in Finland, and it reaches almost as many people as traditional SMS. Users can easily tell that a business’s messages are genuine thanks to the pre-verified business profile, which shows a verification badge, company information, official logos and brand colours. Moving to a more modern channel benefits consumers. In the future, WhatsApp will also allow richer content, such as images, and more interactive conversations between businesses and their customers.
“Using WhatsApp at 02 Taksi is a step towards more modern customer communication. A large share of Finns use WhatsApp every day, and because the channel is more trusted than traditional SMS, moving to it was a natural step for 02 Taksi.”
Use WhatsApp in your customer communications
Build long-term customer relationships on a popular messaging channel.