Case Study: Coca-Cola boosts campaign engagement with CM.com’s WhatsApp Chatbot

Coca-Cola delivers 100% uptime with CM.com's WhatsApp chatbot

Coca-Cola sought to enhance its customer experience and run large-scale promotional campaigns, such as those for the Euro 2020 Football Cup and ICC T20 World Cup. The challenges included providing instant feedback to participants, managing age authentication, and preventing system abuse across traditional communication channels. The company partnered with vendor CM.com to implement a solution using a WhatsApp Business chatbot.

CM.com implemented a scripted WhatsApp Chatbot via its Mobile Service Cloud to automatically manage the entire campaign process. The solution provided instant user guidance, verified participant age for eligibility, and prevented fraudulent code submissions. CM.com ensured 100% uptime during the campaign and provided 24/7 support, resulting in a smooth and successful customer journey for Coca-Cola's consumers.

Coca-Cola