How Trengo helps The Polar Company offer personal service via WhatsApp

"For us, using Trengo means being ahead of the curve. It allows us to be more personal with our customers than our competitors."
The Polar Company

100 conversations handled per hour

Fully localised customer experience

6+ channels managed

Location
The Netherlands
Industry
E-commerce
Size
8
Website
Link
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Martijn Bohnke and Dennis van Steijn are Dutch entrepreneurs who met each other back in high school. With The Polar Company, they help over 400 people a day deal with sweating issues.

Because sweating is a personal problem, they strongly believe a personal approach in their communication is key. “After a customer places an order, they get a WhatsApp message with all the instructions on how to use our product. We even send them a video in which I explain how to use the product,” says Dennis.

At first, sending all those WhatsApp messages was a long-winded and time-consuming process. Since The Polar Company implemented Trengo, they are able to communicate with their customers via WhatsApp in an efficient way.

Challenge: efficiently sending high volumes of WhatsApp messages

When the Polar Company started to grow and the number of orders increased, they spent at least at an hour a day sending out personalised WhatsApp messages.

“We were using this huge spreadsheet with all our customers’ contact information, then created a WhatsApp link in Web WhatsApp, and then manually reached out to people,” says Martijn. “As you can imagine, this isn’t the way to go forward when your company is growing. That’s why we started to look for solutions that can help us to keep the communication personal and efficient on WhatsApp.”

“And that’s how we found Trengo.”

The solution: use the WhatsApp Business API in Trengo

Martijn continues: “For us, Trengo really ticks every box. It enables us to combine all our communication channels into one view. From WhatsApp to email and from Facebook to Instagram. Back in the days, we had to share a device to be able to use WhatsApp. Now we have multiple native speakers who can work together on helping customers from different countries. All at the same time, from one number.”

“For us, Trengo really ticks every box. It enables us to combine all our communication channels into one view. From WhatsApp to email and from Facebook to Instagram.”

The team at The Polar Company currently receives around 300 tickets every day. When using Trengo, they can handle about 100 tickets per hour. This means they are now very efficient on all their channels.

“For us, Trengo means being ahead of the curve. It allows us to be more personal with our customers than our competitors,” says Martijn.

The Polar Company

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