In times of grief, funeral director Claudio de Luna is there to support his customers.
“I was born to do it,” says Claudio, who has spent nearly 20 years in the funeral industry and in 2015, opened Luna Funerária in São Paulo.
Claudio says discussing last rites is a delicate matter, and customers often prefer communicating their needs in writing rather than over the phone. However, in the past, email exchanges often led to delays between an initial customer inquiry and the finalization of details like funeral service arrangements.
So Claudio turned to the WhatsApp Business app in 2018.
His business now receives about 300 messages a day, and sales of his primary offerings have also increased
Today, Luna Funerária is able to provide reliable, thoughtful and more immediate service than ever before. Claudio says his business now receives about 300 messages a day, and sales of his primary offerings have also increased: flowers by 45 percent, cremations by 60 percent and funeral plans, Luna Funerária's most requested service, by 80 percent.
“[Customer inquiries are] always urgent, so it is important for us to provide an immediate answer,” says Claudio, explaining why Luna Funerária uses the WhatsApp Business app’s quick replies feature. He adds the business profile feature is helpful because people requesting funeral services often need information quickly.
Customers also feel more at ease interacting with Luna Funerária via WhatsApp.
Claudio recalls a recent experience where the family of the deceased contacted Luna Funerária via WhatsApp and used it to make all of the arrangements for the funeral, saving time and making the whole process easier for the family.
It is moments like these that exemplify Luna Funerária's mission: to make moments of grief easier to manage.