What to Achieve
Creature Comforts moved the NPS survey from email to WhatsApp, which is the most widely used communication channel in Hong Kong. 
Adoption of MPower Solution
With MPower Solution, Creature Comforts could deliver NPS survey with personalized information inserted e.g. the name of the pet owner, the most recent visited hospital, etc. The pet owners could then rate the service directly at their daily chat app - WhatsApp. 
Learning
  • Engage customers in the most widely used channel – WhatsApp 
  • Personalization successfully drove customer engagement 
  • ​Interactive WhatsApp button maximized call-to-action by a simple click 
​Their Success
  • Response rate reached 30%, 3x increase comparing with email
MPower Technologies is an retail technology company that combines conversational science and commerce expertise for retail brands to empower their customer-facing salesforce with the most effective digital tools for engagement to deliver transactions.
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