Case Study: Expert achieves 80% conversion rate with Bird WhatsApp Business

How Expert achieved an 80% conversion rate with WhatsApp Business

Expert, a Netherlands-based retailer with more than 5,000 consumer electronics and appliance stores across 22 European countries, needed a better way to translate its personal in-store service to digital channels. Customers browsing online wanted expert advice on big-ticket purchases, but the experience felt fragmented and the company needed a simple way to connect shoppers with local store specialists. Expert turned to Bird, using WhatsApp as the primary channel for real-time customer conversations.

With Bird’s Flow Builder, Inbox, and Chat Widget, Expert added a WhatsApp button to product pages and routed inquiries to its 225+ agents for personalized support and sales guidance. The result was an 80% conversion rate from inbound leads on product pages, more than 50,000 customer messages per month, and a digital buying experience that better matched Expert’s in-store service.

Expert

Micha van den Akker

Business Process Analyst