Date: Nov 2024
Client: DBalcona Restaurant
Category: WhatsApp Business API
Location: Riyadh & Jeddah, Saudi Arabia
- about the project
Overview
Balcona is a premium restaurant brand operated by EKAL Co in Saudi Arabia.
The restaurant required a scalable communication system to improve customer engagement, automate support interactions, and drive reservations through direct messaging campaigns.
The objective was to implement a complete WhatsApp Business API solution combined with targeted campaign management to streamline customer communication and increase booking activity. Involvement
The restaurant required a scalable communication system to improve customer engagement, automate support interactions, and drive reservations through direct messaging campaigns.
The objective was to implement a complete WhatsApp Business API solution combined with targeted campaign management to streamline customer communication and increase booking activity. Involvement
Involvement
- WhatsApp Business API Integration
- Chatbot Development
- WhatsApp Campaign Management
The Challenge
Balcona needed a more efficient and scalable communication channel to handle customer interactions and promotional outreach.
The main challenges included:
• Managing high volumes of customer enquiries manually.
• Creating a faster booking journey for customers.
• Re-engaging previous visitors through direct communication.
• Maintaining compliance with WhatsApp opt-in and messaging policies.
• Tracking engagement and booking-related interactions effectively.
The solution needed to automate communication while maintaining a premium customer experience.
The main challenges included:
• Managing high volumes of customer enquiries manually.
• Creating a faster booking journey for customers.
• Re-engaging previous visitors through direct communication.
• Maintaining compliance with WhatsApp opt-in and messaging policies.
• Tracking engagement and booking-related interactions effectively.
The solution needed to automate communication while maintaining a premium customer experience.
Our Process
1. WhatsApp API Integration
We implemented the WhatsApp Business API and configured a scalable messaging infrastructure tailored to Balcona’s operational requirements.
2. Chatbot & Automation Development
We developed interactive chatbot flows allowing customers to:
• View the restaurant location
• Access the menu
• Book reservations
• Contact customer support directly
3. Support Workflow Configuration
Customer support requests triggered automated workflows that routed conversations to human agents for follow-up and ticket handling.
4. Campaign Strategy & Audience Segmentation
We segmented opted-in customer databases and launched approved WhatsApp campaigns promoting offers, events, and reservation opportunities.
5. Compliance & Analytics
We implemented opt-out handling through “Stop” replies and monitored campaign performance through detailed reporting dashboards.
We implemented the WhatsApp Business API and configured a scalable messaging infrastructure tailored to Balcona’s operational requirements.
2. Chatbot & Automation Development
We developed interactive chatbot flows allowing customers to:
• View the restaurant location
• Access the menu
• Book reservations
• Contact customer support directly
3. Support Workflow Configuration
Customer support requests triggered automated workflows that routed conversations to human agents for follow-up and ticket handling.
4. Campaign Strategy & Audience Segmentation
We segmented opted-in customer databases and launched approved WhatsApp campaigns promoting offers, events, and reservation opportunities.
5. Compliance & Analytics
We implemented opt-out handling through “Stop” replies and monitored campaign performance through detailed reporting dashboards.
- the result
Result Driven
High Delivery Rate
Achieved over 95% message delivery performance across campaigns
Targeted Reach
Reached more than 7,000 opted-in users through segmented WhatsApp campaigns
Strong Engagement
Achieved a 32% click-through rate across promotional messaging campaigns.
Direct Booking
More than 2,000 users interacted with booking-related pages and reservation flows
