Turning phone calls into segmented WhatsApp customer journeys.
Every caller reaches the right location team instantly — and the conversation carries on in WhatsApp instead of ending when the call does.
Industry
Experiences / Leisure
Challenge
Calls answered a question, then ended
Solution
IVR → WhatsApp handover & segmentation
Channels
Phone, IVR, WhatsApp
The challenge
A phone call was great for answering a question — and terrible at continuing the relationship.
- Questions were answered in real time, but once the call ended the visitor was gone.
- No follow-up, no reminder, no way to recognise a returning caller.
- Every enquiry was a one-off — city-level demand was never visible or reusable.
Before WhatsEase
Visitor calls the number
Asks about kayaking, camping or events.
Team answers in real time
Info explained verbally over one call.
Call ends
Visitor and enquiry lost — the process starts from scratch next time.
IVR → WhatsApp journey simulator
Watch a phone call turn into a segmented WhatsApp conversation.
Incoming call
A visitor wants activity info
Tap to answer
Baroda Kayak
Online
This is a visual simulation of the customer journey — not the live production system.
How WhatsEase solved it
From a single call to a segmented journey.
The IVR stops being a one-time interaction and becomes the entry point into a longer customer relationship.
- 01
Answer
Call arrives
Answered instantly by the right location team.
- 02
Identify
IVR routes by city
Visitor picks Baroda, Ahmedabad or Surat.
- 03
Connect
WhatsApp handover
The conversation carries on as a chat.
- 04
Discover
Activity info in chat
Kayaking, camping, events — shared visually.
- 05
Capture
Interest recorded
The chosen activity is logged against the visitor.
- 06
Segment
City segment created
Callers grouped by location and interest.
- 07
Re-engage
Future engagement
Later updates reach only that segment.
The customer journey
Seven moments that changed after WhatsApp.
Incoming call
A visitor calls for activity information.
IVR location selection
Baroda, Ahmedabad or Surat.
WhatsApp handover
Call context moves into chat.
Activity discovery
Options shared instantly in WhatsApp.
Interest captured
Chosen activity recorded per visitor.
Segment created
Location + interest = a reusable audience.
Future engagement
Later updates reach only that segment.
The impact
A call no longer ends when the customer hangs up — it becomes the start of a relationship.