Panetteria

Sarahi Sevilla has come a long way since the days of making half-baked cookies for her family as a 12-year-old.

That childhood dream of becoming a pastry chef led to the 2018 opening of Panetteria, a bakery and café in Guadalajara, Mexico, where Sarahi sells hand-crafted baked goods — including her signature unicorn-themed doughnuts, artisanal breads, and chocolate-chip-cranberry-raisin rolls — to both customers and other restaurants across the city.

To ensure that all of her customers receive her best service, in March 2019 Sarahi began using the WhatsApp Business app. Now, all orders — from 12 restaurants and around 50 individual clients — are handled via the app. Since integrating WhatsApp into Panetteria’s operation, Sarahi estimates that restaurant orders have increased by around 30 percent and sales from café walk-ins have doubled.

Delicious treats and personalized customer service are the key to Panetteria’s success. The labels feature helps Sarahi track every order from start to finish, and, describing the quick replies feature as one of her favorite functions, she says, “People felt like I was giving them immediate attention without leaving them hanging.”

Joan Flores, a regular at the café says, “WhatsApp is much faster. If it didn’t exist, I would have to come to the location to make orders, or I’d have to call them.”

Sarahi has a second store in her sights. And with the WhatsApp Business app helping her to forge the kind of customer relationships she is proud of, she can confidently plan for more people to enjoy her unicorn doughnuts.