The Challenge

Stori noticed that some processes were complicated for customers, such as updating profile information or accessing account details.

The Strategy

With the help of Braze, Stori simplified the customer experience by enabling users to update their address with a single click via WhatsApp messages. They also launched a campaign to facilitate access to crucial account information, such as balances and payment dates.

The Results

By implementing a personalized, multichannel communication strategy, Stori not only strengthened customer relationships but also solidified its position as a leader in financial inclusion across Latin America. They significantly increased conversion rates while optimizing operations.

Stori, a pioneer in Latin America’s fintech space, provides digital financial solutions to those underserved by traditional banking. With a mission to empower individuals, Stori breaks conventional banking barriers, boasting a 99% credit approval rate and a 15% return on deposit accounts.

Stori’s customer-first approach is the foundation of its success, ensuring continuous user engagement by designing products alongside its users. This philosophy secures its position as the leading fintech in Latin America.

WhatsApp Campaign Success: 3X Engagement & 26% Higher Conversions

With WhatsApp campaigns, Stori tripled engagement and achieved a 26% increase in conversions.

Driving Financial Inclusion Through Innovative Engagement

To enhance its customer engagement program, Stori evaluated various solutions before choosing Braze for its comprehensive multichannel support and no-code tools, enabling them to create complex workflows without technical assistance.

Stori initially used email, SMS, in-app messages, and push notifications before expanding to WhatsApp, a preferred channel among Latin American users. Before Braze, Stori relied on other WhatsApp providers, but they lacked reliability in sending large-scale campaigns and lacked orchestration tools. Braze was selected for its multichannel capabilities, reliability, and advanced orchestration features.

Additionally, Stori uses Amplitude, a Braze Alloy technology partner, to track analytics and optimize campaign performance with a data-driven approach.

Enhancing Customer Experience with WhatsApp

Stori engages with customers at every stage of the lifecycle, focusing on acquisition and retention. For their initial WhatsApp campaigns with Braze, they targeted two key areas:

? Address Update Campaign for Credit Card Replacements

• Segmented users needing address updates for credit card replacements.
• Sent personalized WhatsApp messages prompting users to update their profiles.
• Achieved high conversion rates and improved customer service.

? Interactive Chatbot for Payment Reminders

• Transformed traditional reminders into an engaging, interactive chat experience.
• Orchestrated through Braze Canvas, using webhooks and Liquid logic to pass customer data to the chatbot.
• Personalized payment reminders, A/B tested content, and optimized timing for maximum engagement.

With Braze, Stori quickly set up both campaigns from ideation to execution, requiring technical resources only for chatbot development. Excited by these successes, Stori plans to expand these approaches to further enhance customer engagement.

Significant Progress in Conversion & Customer Satisfaction

Stori’s targeted campaigns delivered impressive results, showcasing the effectiveness of a customer-first approach.

✅ WhatsApp address update campaign significantly increased conversion rates.
✅ The interactive chatbot transformed a difficult message into an engaging conversation.
✅ Improved customer experience, increased retention rates, and optimized operational efficiency.

Key Takeaways

? Prioritize Customer-Centric Engagement
Stori’s success is rooted in understanding customer needs and solving their problems, leading to higher engagement and long-term relationships.

? Better Doesn’t Mean More Complicated
With Braze, Stori was able to easily ideate, launch, and test campaigns, overcoming challenges without heavy technical resources.

? Turn Challenges into Conversations
By leveraging WhatsApp, Stori transformed potentially negative interactions into engaging, two-way communication that strengthened customer relationships. ?