How Tian Wei Signature, a top-notch confinement meal provider in Singapore, enhances customer satisfaction with SleekFlow

Tian Wei Signature is a professional caterer of confinement meals in Singapore, delivering over 100 varieties of fusion and traditional Chinese confinement meals to support mothers who are in postpartum recovery and breastfeeding. Read on to discover how they crafted an omnichannel strategy to maximise customer engagement and increase team efficiency.

Parenthood comes with both joy and challenges. After experiencing the 10 months of pregnancy from preparation to labour and delivery, the exhilarating celebration of a newborn is followed by a journey of health preservation– the confinement period. This period is vital for new mothers, which is why Tian Wei Signature, with an award-winning chef, aims to help them replenish lost nutrients and maintain physical health with nutritious confinement meals.

Tian Wei Signature offers an extensive menu featuring herbal soups, traditional Chinese cuisine, and fusion dishes. They also provide a wide array of packages based on the number of meals needed. Mothers can place their orders by booking a package on their website and begin their delivery by phone. As customer communication is highly dependent on various online and offline channels, including calls and WhatsApp, Tian Wei Signature knew that they needed an omnichannel strategy to keep up with demand and meet customer expectations.

Challenges once faced by the online F&B business

No centralised platform for multi-channel communication

Orders are mainly made online through Tian Wei Signature’s official website. Since the COVID-19 pandemic, online communication has become essential for business operations. Since Tian Wei Signature has to contact customers by phone, email, and instant messaging on social media, including WhatsApp, their conversations and interactions were scattered across channels and challenging to track efficiently, especially as they were scaling.

Lack of a hassle-free approach for broadcast campaigns

Tian Wei Signature was using the free WhatsApp Business App, which could only broadcast messages to 256 contacts. To personalise customer communications, Tian Wei Signature would need to copy and paste each customer's name and details manually. They also risked getting banned by WhatsApp and losing their account permanently if customers failed to identify their WhatsApp Business account. The free WhatsApp Business App was risking their credibility and hurting their productivity, which is why they turned to SleekFlow’s omnichannel communication platform.

Adopting an omnichannel strategy with SleekFlow to boost customer engagement

Personalised WhatsApp broadcasts to target the right audience

In the face of rapidly changing consumer behaviour, Tian Wei Signature believed that a digital transformation was needed to maintain customer satisfaction. Since 80% of consumers are more likely to purchase when personalised experiences are offered, Tian Wei Signature tailored their communications to meet the needs of their customers.

Now that they no longer need to duplicate and edit each message manually, Tian Wei Signature’s team members can spend more time on more sophisticated tasks, such as providing professional advice for mothers in confinement or nurturing new customers to convert. The personalised messages have also helped increase engagement and improve campaign performance.

We use automation and campaign features to blast promotional messages to targeted audiences. This helps save our team’s time and avoid human errors, as it only requires a one-time setup.

Edison

CEO, Tian Wei Signature

Detailed analytics to monitor campaign performance

Analytics are essential to assessing the effectiveness of marketing efforts. On SleekFlow, Tian Wei Signature can easily monitor key metrics such as the open and reply rates of their WhatsApp campaigns. They also noticed that the open rate for WhatsApp promotional messages was 4X higher than promotional emails. 

The promotional campaigns come with an analytics report so we can review the results easily. It helps us evaluate the next steps and plan a better strategy.

Edison

CEO, Tian Wei Signature

Chatbot to cater to customers 24/7

Tian Wei Signature understands the importance of addressing online enquiries speedily, as slow responses can easily result in a lost lead. To respond instantly, they identified keywords such as “menu” or “booking” and set up a chatbot to answer these frequently asked questions.

Omnichannel inbox for centralised customer communication 

As the free WhatsApp Business App only allows logins on one mobile phone and four other devices, it was difficult for team members across departments to reply to customers simultaneously. Using the WhatsApp Business API, Tian Wei Signature’s team can now respond to customers from their company’s official WhatsApp Business account anytime, anywhere via SleekFlow’s web or mobile app.

Besides WhatsApp, customers can also reach out to Tian Wei Signature on Facebook and Instagram. From product inquiries to purchase and order tracking, their team members can easily collaborate and respond to customers in an all-in-one inbox. They can also check customer details, such as purchase history, right next to the chatbox without switching tabs.

With personalised automated replies set up, they can also assist customers with immediate responses even during off-office hours.

SleekFlow is centralised and hassle-free. It helps consolidate messages from various channels into a single platform, enabling multiple users to collaborate efficiently.

Ho Yi

Deputy Manager, Tian Wei Signature

Internal notes for seamless team collaboration

Interdepartmental collaboration plays a significant role in Tian Wei Signature’s customer experience. Using the Internal Notes function in SleekFlow’s Inbox, Tian Wei Signature completes the sales-to-customer success hand-off without breaking a sweat. Sales agents can leave specific customer information or ask someone else to follow up on the conversation in the chatbox without showing the customers these internal discussions.

About Tian Wei Signature

Tian Wei Signature offers confinement mealforme delivery in Singapore, creating appetising meals for confinement mothers so they do not miss out on the essential ingredients needed for their recovery. From traditional Chinese confinement dishes to Mediterranean fusion to Japanese cuisine with a twist, they have a wide variety of dishes, including Seared Salmon with Cauliflower Cream, Goma-ae Grilled Chicken, Red Fermented Wine Chicken, Green Papaya Milky Fish Soup, and many more. Tian Wei Signature reimagines these traditional recipes in a brand-new “outfit” to boost their customers’ senses, helping them regain a good appetite, especially after childbirth.

All images are for illustration purposes only. Names and contact numbers have been changed to protect customers' identities.