How Oxfam Streamlines Donations in Under 5 Minutes with LINK’s WhatsApp Integration

Mail donation were slow and inconvenient

Oxfam’s traditional donation method, mail-in coupons or emailed photos, still worked for many. But with a growing number of donors seeking a quicker, digital-first experience, Oxfam needed to modernize. The new method had to be user-friendly, mobile-native, and improve internal processing without abandoning existing flows.

Helping donors give via WhatsApp in under 5 minutes

Oxfam partnered with LINK to integrate WhatsApp into its donation process, offering a new, accessible channel that complements the original coupon flow.

The solution works like this:

• Donors receive a letter featuring a QR code, which links to Oxfam’s official WhatsApp channel

• In WhatsApp, users opt-in for contact and are offered two choices:

  • Make a donation: Upload a photo of their donation coupon directly in chat

  • Ask a question: Instantly connect with a support agent for help

• If more details are needed, the user is seamlessly connected to a human agent

• Donation amounts are processed automatically from the uploaded coupon

This new approach offered flexibility, accessibility, and automation, while preserving a human touch when needed.

Success in actionFaster giving, higher conversion, and easier access for all

The WhatsApp donation channel has meaningfully improved both donor experience and operational efficiency.

📈 Highlights include:

• The donation process now takes under 5 minutes

• Higher conversion rate among digital donors

• Increased donor satisfaction through flexible, chat-based flow

• Internal resource optimization due to automation and streamlined handling

• Greater accessibility and ease for less digitally fluent users