SlideShare a Scribd company logo
1
Building Customer-Centric Experiences
Across Devices & Channels
How And When to Use
Whatsapp in Email
Campaigns
Hessel C. Boschma
Digital department, Ziggo
Algarve Portugal, June 2016
3
1. Who is this?
2. Profile Ziggo & Liberty Global
3. Overview Ziggo email marketing
4. What’s up with Whatsapp in e-mail?
5. Growth of Whatsapp
6. When to apply Whatsapp
7. Case: How to apply Whatsapp
Content
4
5
6
Liberty Global & Ziggo
7
8
9
Liberty Global figures
11
12
13
14
15
Ziggo Email Marketing
Overview
• Marketing & Sales
• Transactional & Service
– Confirmation, (preemptive) service, fix & maintain
• Billing
• Retail support
• B2B & B2B partner support
• Specials: corporate events etc.
17
Email channel integration
18
19
20
More Ziggo then you can eat
21
22
And Whatsapp?
23
Whatsapp figures
24
Users & volume others?
Source: expandedramblings.com
25
Email vs/and Whatsapp
• Email has the volume and the power to push a personalised b2c
message from your company to your customers.
• Whatsapp is the weapon of choice for customers for p2p
communication en closed / small groups
26
Why use Whatsapp in email?
• Mobile!
• Fast & easy to use
• Communicate 1-to-1 or to closed group ‘privat’ groups, no
social settings needed
• Platform ‘independent’ tool, not like Facebook Messenger or
Apple iMessenger and don’t need an account in the traditional
way
• It’s for free and ad free (for now)
• No inapp targetting
•- But only to use with mobile device and SIM card and internet
access
29
30
31
E-mail message
32
Email message mobile
23.362
2.384
854
# clicks
296
Do you want to be my Valentine?
Join me and together we can have
fun with the Ladies of Soul!
33
Email + messenger
+ dark social + retargetting
34
Conclusion
The use of the ‘share via Whatsapp’
functionality in emailcampaigns through
your customers gives us email
marketeers new opportunities of
extending our reach (beyond email) and
growing customer engagement.
How And When to Use Whatsapp in Email Campaigns

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How And When to Use Whatsapp in Email Campaigns

Editor's Notes

  1. http://about.virginmedia.com/press-release/9521/virgin-media-and-southampton-football-club-announce-three-year-partnership
  2. Ziggo omzet 2015: 2,5 billion
  3. Quadplay, broadband, stated in May 2008.
  4. Ziggo omzet 2015: 2,5 billion
  5. –silos- ;-)
  6. HORIZON LINK https://itunes.apple.com/nl/app/horizon-go/id549148968?mt=8&v0=WWW-EUNL-ITSTOP100-FREEAPPS&l=en&ign-mpt=uo%3D4
  7. https://www.ziggo.nl/kabel/meer-dan-je-op-kan/?CMP=dm&intcmp=meerdanjeopkan
  8. http://www.marketingfacts.nl/berichten/de-toekomst-van-whatsapp-en-facebook-messenger
  9. http://www.marketingfacts.nl/berichten/de-toekomst-van-whatsapp-en-facebook-messenger
  10. http://www.statista.com/statistics/417295/facebook-messenger-monthly-active-users/ http://www.businessinsider.com/wechat-breaks-700-million-monthly-active-users-2016-4?IR=T http://expandedramblings.com/index https://www.linkedin.com/pulse/watch-out-facebook-messenger-apples-imessage-just-got-karol-severin?trk=v-feed&trk=hp-feed-article-title-share 24-6: toevoegen Snappchat, Tizen en iOS
  11. What if you combine the power of these two?
  12. Forward mail, SMS or X-messenger Whatsapp is ‘weapon of choice’ for consumers for fast and easy sharing a message in a small group or personal message
  13. https://www.blinker.nl/blog/email-marketing-hoe-deel-je-artikelen-via-whatsapp
  14. https://www.blinker.nl/blog/email-marketing-hoe-deel-je-artikelen-via-whatsapp
  15. http://ziggo.ziggo.mailplus.nl/archief/mailing-398005-1.html
  16. B2b case: http://ziggo.e4.mailplus.nl/archief/mailing-504126264.html
  17. Next steps: Tagging of links in direct message messages through dark social tagging