O2 Spa used Verloop's Chatbots to engage over 60,000 customers every
With Aldin Ambosta, Head of Customer Experience, O2 Spa
O2 Spa is Asia's largest day Spa chain. Currently open in 70 locations across 21
cities in India, they rejuvenate over 2000 guests every day. O2 Spa provides it
services through four different channels - Airports, 4&5 Star Hotels, Premium Malls
and Villa Properties.
Number of Daily Customers
In 8 short years, O2 Spa has become one of Asia's most dominant health and wellness providers.
To fuel this meteoric growth, O2 introduced a number of innovative spa practices to enhance user
experience for their customers.
While they provide transitional massage therapy, O2 Spa also offers services like body scrubs,
hair services, mani-pedis, make up and skin care. They also own standalone product lines called
Ode and iHOW that sells personal care products.
Aldin Ambosta, Head of CX for O2 Spa wasn't new to the role of technology in customer
experience. Before using Verloop, the company dabbled with live chat and other chatbot
platforms, but simply didn't find the success it strived for.
To ensure every interaction meets its high quality standards, all of O2 Spa's 100+ outlets are
company owned-and-operated. The company also runs its own training facility called O2 Skills
Academy to maintain this standardized excellence. So any innovation that was brought to the
table had to be amazing from day 1, and then 24/7, 365.
With Verloop's VP of
Business Development and Growth, Devyani Kolhapure in tow, Adlin sought to build the perfect
chatbot for O2 Spa. Zero missed chats, instant response times and tailored sales pitches, at
scale, were the demands. Using Verloop's Conversational Sales Platform, O2 Spa was able to
achieve all three of its goals, and then some.
“The bot is fast from a resposnse standpoint, because that's what customers want. Using
Verloop, we've managed to reduce our ART by almost 80%”
Speak their language.
60% of O2 Spa's customers are millenials and this presented the company with a unique problem;
"how do you sell to indiviuals who don't want to be sold to?" Research has shown that younger
demographics are increasingly turning away from traditional sales tools like emails, phone calls
and forms. Continuing down this path would make for bad experiences and unhappy customers.
Messaging is the new "in-thing". More people interact with each other using a messaging app than
they do using social media. Over 18.7 billion texts are sent out everyday. Since 2016, monthly
active users for the Big 4 for Messaging Apps have consistently beaten the Big 4 of Social
Media. Messaging provides customers with faster responses, easier support access, better reply
rates and more personalized engagement.
Devyani took these insights and built O2 Spa a conversational platform that better resembled a
human conversation. The bot collected information about customers in real-time. Aldin wanted the
bot to collect the users name, contact number and email ID. Using integrations, however, Devyani
took it one step further.
O2 Spa Jubilee Hills Headquarters.
Integration, all the way.
In the modern digital business, your sales and support tools are not just indiviual pieces of
software. They're cogs in a massive machine and they need to speak to each other.
Running integrations with Verloop ensures that every lead generated and every support ticket
raised is in-sync.
As part of our Enterprise Payment Plan, O2 Spa was given access to a dedicated Customer Success
Manager who helped Aldin set up internal integrations and deploy API's. This made integration
less complex because O2 Spa could house all integration assets in a universally consumable
Enterprise integration is a facet of software enterprise architecture that focuses on
connectivity. System interconnection, electronic data interchange, product data exchange and
distributed computing environments are some of the many layers within enterprise architecture
that normally need to communicate with each other to procure the best user experience.