How We Used WhatsApp API to Power Campaigns, Customer Service, and Visitor Experience at a Leisure Attraction
Client: Indoor Leisure & Entertainment Centre
Industry: Leisure / Visitor Attractions / Indoor Entertainment
Service: WhatsApp API Campaigns, Automations & Live Chat Setup
Overview
A popular indoor attraction needed a better way to communicate with its visitors—before, during, and after their visit. With seasonal campaigns to run, events to promote, and a lean customer service team, they were looking for a channel that could help with everything from ticket info to feedback collection.
We introduced WhatsApp as a central communication tool to support marketing, operations, and customer care—all in one place.
We helped transform it into an interactive WhatsApp experience—offering flexibility, accessibility, and a more personal feel. This was all built and controlled using the business Meta WhatsApp API account and Manychat software to achieve this awesome chat journey for visitors.
The Challenge
The centre had strong footfall and a steady stream of events throughout the year but faced common challenges:
- Limited customer service capacity
- No phone line for customer queries
- Low visibility of email communications
- One-off campaign promotions with limited re-engagement
- Missed opportunities for upselling or feedback collection
They needed a solution that was fast, flexible, and didn’t add to their team’s workload.
The Solution
We implemented a suite of WhatsApp API designed and enabled campaigns and automations to support their operations, boost marketing effectiveness, and improve the visitor experience.
Here’s what we delivered:
Campaign Support with Waitlists & Competitions
We supported campaigns throughout the year—including Black Friday, summer passes, seasonal offers, and special events—by launching:
- Waitlists for advance access to offers and events
- WhatsApp competitions to grow the subscriber list
- Reminders and countdowns to increase ticket sales
This helped build a reusable audience they could speak to directly about new offers.
WhatsApp VIP Club
We created an opt-in VIP group for regular visitors to receive early access to offers, exclusive content, and priority invites—boosting loyalty and repeat visits.
Ticket Holder Journeys
Once someone purchased a ticket, we delivered:
- Essential visit info straight to their phone
- What to bring, when to arrive, and FAQs
- Reminders and upsell opportunities for food, merch, and parties
Post-Visit Feedback & UGC
After their visit, guests received a WhatsApp message to:
- Rate their experience
- Leave a quick comment
- Upload photos and videos (perfect for social proof)
Live Chat for Customer Service
With no phone line and a small support team, WhatsApp Live Chat filled the gap.
We helped set up:
- Website-integrated live chat
- Automated FAQs to filter queries
- Party enquiry support with auto-responses outside of hours
This gave the team breathing space and offered customers round-the-clock support.
The Results
- Faster response times and reduced pressure on the support team
- Stronger campaign results, with growing subscriber lists for future promotions
- Higher satisfaction from guests thanks to timely updates and answers
- More user content to share in marketing
- A communication channel that worked across departments, not just marketing
Want to use WhatsApp API or WhatsApp business to power your campaigns and customer communications?
Book a discovery call
10 Powerful Ways to use WhatsApp in your business
for better consumer Connections, Conversations & Communication
- Do you want to skyrocket your marketing?
- Do you want more control over communicating with your audience?
- Would you like to engage, nurture, and communicate more effectively with your potential and existing customers?
Download now to learn how to integrate these powerful chat bot marketing strategies. (PDF delivered via WhatsApp)
