Case Study: Luckin Coffee boosts customer engagement and CSAT with Sobot and WhatsApp Business Platform

Luckin Coffee - Customer Case Study

Sobot partnered with Luckin Coffee, a leading retail coffee company, which faced the challenge of engaging customers and building brand loyalty as it expanded into the Singapore market. Their goal was to reconnect with dormant customers, conduct satisfaction surveys, and cultivate new consumer habits to increase recognition and trial of their products.

To address this, Sobot implemented the WhatsApp Business Platform for Luckin Coffee, registering an official business account to enable broadcast messaging and automated promotions. This solution built customer trust, provided a preferred communication channel for offers and feedback, and reduced marketing costs. The results included a 20% increase in marketing ROI, a 97% customer satisfaction score for stores, and an 84% message open rate on WhatsApp.

Luckin Coffee