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05 Dec 2018

novomind integrates WhatsApp Business API for OTTO

OTTO continues to show the way forward in terms of e-commerce. The Hamburg-based company has been one of the first online merchants to integrate the WhatsApp messenger service as a new customer service channel. novomind was responsible for the technical implementation. As one of only a few official WhatsApp Business solution providers worldwide, novomind is able to handle the integration as quickly and efficiently as possible: obtain approval from WhatsApp, plan and coordinate the project, implement individual customer wishes. Done!

For several years, OTTO has used novomind iAGENT to manage its electronic customer service. This made it easy to integrate the WhatsApp Business API as a verified enterprise solution and in full compliance with the GDPR. The popular messenger is now available online to all OTTO customers via a button on the service page – the service number behind it does not need to be saved by the customer; all they have to do is click on the button to start the WhatsApp chat. The function may also be used to receive voice messages and videos.

WhatsApp is today used by more than 1.5 billion private users in 180 countries – and rising. The Business version for large enterprises was officially launched in August and novomind has since offered this WhatsApp Business API for integration into the customer service channel. Sixt, a leading mobility service provider worldwide, was a very early adopter in August and is using the customer service channel very successfully. Many more novomind customers such as A&O Hostels and Dortmunder Energie und Wasserversorgung (DEW) have since followed suit.