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Increase Response Rate by
​Moving Net Promotor Score Survey to WhatsApp

Creature Comforts Group’s mission is to provide the highest level of veterinary service to the pets in Hong Kong. They value pet owners’ feedback so as to build life-long relationships with pets and pet owners. Yet, response rate of their email net promoter score (NPS) survey deteriorates to less than 10% in the past years. ​
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. 
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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
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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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  • PRODUCTS
    • MPOWER CHAT
    • MPOWER CS
    • Boutir for Enterprise
    • Boutir Business PLUS
  • SUCCESS STORIES
  • Pricing
    • CHAT/CS
    • Boutir
  • COMPANY
    • WHY MPOWER
    • PRESS
    • JOIN US
  • RESOURCES
  • 中文