Case Study: OYO Hotels & Homes achieves 15% reduction in call centre traffic and scales WhatsApp support with Haptik

How Haptik Enabled OYO to Leverage WhatsApp For Customer Service

OYO Hotels & Homes, a global hospitality chain, wanted to move beyond one-way WhatsApp notifications to a scalable, chat-driven customer support channel so guests could message back and Guest Experience Managers could respond without relying on costly phone support. To achieve this, OYO engaged Haptik and implemented Haptik’s LIVE CHAT AGENT to integrate with WhatsApp Business.

Haptik integrated its Live Chat Agent with WhatsApp, enabling OYO’s Guest Experience Managers to handle multiple simultaneous chats, autoroute conversations, monitor agent productivity, and capture support data. The solution supported 85,000+ monthly conversations and 55,000+ unique users, produced a 16% month‑over‑month increase in new users, and delivered a 15% reduction in call centre traffic while streamlining booking‑related support.

OYO Hotels & Homes

Varitant Goyal

Product Manager