Case Study: Zostel achieves 40% faster response times with Wati WhatsApp automation

Zostel cuts response times by 40% with WATI

Zostel, a community-led travel and hospitality brand, faced significant challenges managing high-volume guest communication on WhatsApp. Their manual processes and limited in-house tool, Zobu Chat, created inefficiencies, missed chats, and a heavy reliance on their tech team. To overcome this, they partnered with the vendor Wati and implemented its WhatsApp Business API solution for automation and centralized management.

By using Wati, Zostel automated 100% of routine confirmations and reminders, implemented structured routing, and launched targeted marketing campaigns. The results were substantial, including a 40% faster average response time, a 45% reduction in manual work per booking, and a 10-15% uplift in bookings from campaigns. Wati enabled Zostel to transform WhatsApp from a reactive support channel into a streamlined workflow and a core revenue driver.

Zostel