HKBN boosts sales conversion rates through SleekFlow's WhatsApp Business API solution

Hong Kong Broadband Network (HKBN) is a leading integrated telecom and technology solutions provider. The company caters to 1 in 2 of Hong Kong's active companies with its cutting-edge information technology solutions. Additionally, it delivers residential services to 1 in 3 of the city's families. HKBN places great importance on establishing convenient and interactive communication with customers. At its core, HKBN is dedicated to understanding customer needs and offering personalized, thoughtful services.

HKBN’s challenges of communicating with customers over the phone

Gone are the days when phone calls were the gold standard for customer outreach. The rise of phone scams has left customers wary of unknown numbers, while the relentless pace of Hong Kong life means many are too busy to answer non-urgent calls during work hours. This scenario posed a significant challenge for HKBN, driving the need for a more adaptable and less intrusive communication method.

Recognizing how WhatsApp has revolutionized the way people connect by offering a more user-friendly and interactive option than phone calls or emails, the company aimed to create official WhatsApp Business API accounts. This would allow them to distribute important notices and promotions, enabling customers to conveniently connect with enhanced service promotion and minimized disruptions.

SleekFlow's solutions enhance promotions and contract renewals on WhatsApp

1. Centralized WhatsApp management through SleekFlow integration

Choosing SleekFlow as their WhatsApp Business API provider was one of HKBN’s strategic moves. SleekFlow's solutions have always been an attractive choice for them as the features and plans are tailored for large enterprises, including the security guaranteed with ISO27001 certification and the capability to consolidate multiple WhatsApp API accounts onto a single platform.

With separate WhatsApp API accounts for Home Broadband Service, Mobile Service, and Promotion Updates, customers can immediately recognize the distinct services offered by each account. The official WhatsApp verification (indicated by a green checkmark) further boosts customer trust and willingness to engage.

SleekFlow stands out as a premier WhatsApp Business API provider in Hong Kong, offering comprehensive marketing and customer service solutions. Within a month, they enabled us to seamlessly integrate WhatsApp into our operations, fostering direct interaction with our customers.

Kenneth She

Chief Transformation Officer, Hong Kong Broadband Network

2. Streamlining customer interactions with the Flow Builder

SleekFlow's automation tool, the Flow Builder, has revolutionized how HKBN manages customer interactions. Automated processes guide customers through various flows at the click of a button, from receiving instant replies to being assigned to dedicated customer service representatives or having their details updated automatically. This enables customers to swiftly receive the assistance they need without being placed on hold duringphone calls, significantly enhancing the overall service experience.

Our customers have warmly embraced our move to WhatsApp, especially those who frequently travel or find phone calls inconvenient. For companies facing similar communication challenges, SleekFlow comes highly recommended.

Kenneth She

Chief Transformation Officer, Hong Kong Broadband Network

3. Empowering large teams with the collaborative team inbox

The team inbox feature in SleekFlow supports HKBN's extensive customer service and sales teams, which include over a hundred representatives. By enabling simultaneous access and engagement with customers on the same WhatsApp API account,representatives can move beyond traditional sales scripts and foster genuine two-way conversations, thereby deepening customer relationships with a 1:1 connection. With features like chat history backup and the ability for collaborators to co-manage conversations, SleekFlow enhances large-scale workflow efficiency and ensures transparent quality of service.

4. Boosting marketing impact and analytics with WhatsApp broadcasts

HKBN's promotional strategy includes using SleekFlow's broadcast feature for targeted WhatsApp marketing, coupled with data analytics to measure campaign effectiveness. A notable campaign in September 2023 targeted hundreds of inactive users that are unreachable via service hotline for contract renewal, achieving impressive engagement rates: 95% message read rate, 50% response rate, and a 35% renewal success rate. Looking ahead, the company is keen on exploring SleekFlow's advanced features, such as CRM integration, to offer even more personalized customer services.

SleekFlow's broadcast feature has been instrumental in elevating our sales efficiency, enabling us to send WhatsApp promotional messages to numerous customers simultaneously. The analytics also provide quick insights into market reactions.

Kenneth She

CHIEF TRANSFORMATION OFFICER, HONG KONG BROADBAND NETWORK

About HKBN

Headquartered in Hong Kong with operations spanning across Hong Kong, Macau and mainland China, HKBN Group (“the Group” or “HKBN”) is a leading integrated telecommunications and technology services provider. The Group’s extensive tri-carrier fibre infrastructure covers over 2.55 million residential homes and 8,100 commercial buildings and facilities across Hong Kong, offering comprehensive one-stop Information and Communications Technology (“ICT”) solutions and Infinite-play bundles to both individual and enterprise customers. Committed to creating a lasting positive impact to wherever it operates, HKBN embraces a core purpose to “Make our Home a Better Place to Live” and has received a highest possible rating of AAA in MSCI's 2022 ESG Ratings assessment in environment, society and governance. The Group is managed by hundreds of Co-Owners (supervisory and management level Talents in the Group) who invested their savings to buy shares of HKBN Ltd. For more information about HKBN, please visit https://www.hkbn.net/group/.