Observed Signal · Mar 27, 2019 · Product Launch · Source: OnlineMarketing.de · Impact: 2/5 · Sentiment: Positive
Accengage Adds WhatsApp Channel After Urban Airship Buyout
Accengage, now part of Urban Airship following a 2019 acquisition, announced that WhatsApp will become a new communication channel within its mobile CRM and push notification platform. Using the WhatsApp Business API, companies can send personalized WhatsApp messages, push notifications, and automated replies to opted‑in customers. The solution enhances segmentation, personalization, localization, and system integrations through Accengage’s UI. Use cases include delivery or flight-status updates, proactive reminders, and post-booking transaction details, as well as requests for customer feedback. The expanded channel enables future combinations of Accengage and Urban Airship technologies, such as issuing personalized loyalty cards, coupons, mobile boarding passes, or other tickets via WhatsApp. International retailers, travel operators, and entertainment brands have shown interest. Patrick Mareuil, former Accengage CEO and co‑founder, is now Urban Airship’s EMEA Managing Director and highlights the opportunity to reach customers in critical moments.
Introduction of WhatsApp as a channel within a multi-channel engagement platform following an acquisition; moderate impact on the AdTech/MarTech ecosystem.
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Key Takeaways & Evidence Grounding
- Accengage was acquired by Urban Airship in January 2019.
- WhatsApp is added as a new channel in Accengage's solution portfolio.
- WhatsApp messages, push notifications, and automated replies can be sent to opted-in customers via the WhatsApp Business API.
- Use cases include delivery/flight-status updates, proactive reminders, and post-booking transaction details, plus customer feedback requests.
- Future integrations include personalized loyalty cards, coupons, boarding passes, and tickets via WhatsApp; international retailers and travel/entertainment brands show interest.
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