Increasing connection, increasing access: Expanding to WhatsApp!
At Lemontree, listening is at the core of our work. When we learned that many clients felt most at home on WhatsApp, we knew we needed to meet them there.
Hear what inspired our WhatsApp launch from our engineers Samuel Cole and Chinazo Onwukaike:
Q: What prompted the idea of using WhatsApp to communicate with clients?
Sam: All of our product ideas have come from clients–we see this as an important advantage of having 1-on-1 relationships with people experiencing food insecurity: hearing directly from folks allows us to better understand and meet their needs and desires regarding food access. We had seen that many people, particularly immigrants or users with family outside the US, preferred WhatsApp and used it as a primary communication mode in their life.
Chinazo: For others, WhatsApp can be a more consistent way to stay in touch than SMS: fewer bounced text messages means more users connected with resources in their area.
Q: How did WhatsApp tie into other ideas, like the 6 month check-in, which
Sam: Both ideas were born of a focus on client engagement. We had a wake up call when we realized there were lots of people we stopped being able to reach through SMS because of changed numbers, a late phone payment, or other factors. So we asked ourselves: how are we sure that Lemontree is creating meaningful impact for clients over time?
Chinazo: We always want to make sure to take a step back and make sure that we are always engaging with the people who have reached out to us in the past. The 6 month check in is a way for us to reengage with folks who may have forgotten that they have this resource and reestablish our relationship with them.
Q: What have you seen as clients start to use WhatsApp? Any surprises?
Chinazo: I was surprised by the number of people who have chosen to switch over to WhatsApp. It’s become a popular and reliable way for people to interact with us and share Lemontree with others in their communities.
Sam: It’s been a good reminder that Lemontree is a platform, and there are many ways to interact with that platform–that’s part of the personalization that’s always been at the core of our work. Our goal is to meet people where they are, and we’ve learned that for many clients, that’s WhatsApp.
Q: How has the WhatsApp integration shaped your thinking about Lemontree’s services and interactions with clients?
Sam: It’s really pushed us to learn where clients’ “homes” are and to ask: where are people safe and comfortable? Everyone deserves safe and joyful experiences in accessing food. To make that possible, we have to connect with people where they’re most comfortable.
Chinazo: The launch has inspired thinking about more avenues to connect with clients. So much of the value of Lemontree is the accuracy and depth of the information we share. That is directly linked to the feedback we get from clients day in and day out. More opportunities to connect with neighbors only makes us better at what we do.
Do you use WhatsApp? Click here to sign up for reminders, help from a real person, and more–all on WhatsApp!
Spread the word! Click here to share our WhatsApp helpline with your community.