M1 Limited, a major mobile network provider in Singapore, has partnered with financial technology company Stripe to introduce a new service allowing selected customers to reserve flagship phones using WhatsApp. Starting in September 2024, M1 Corporate Individual (CORI) scheme subscribers can place deposits and secure their preferred phones through the messaging platform.
M1 initially introduced WhatsApp as a customer service channel in August 2023, where users could express interest in upcoming phone models and receive timely updates when sales were launched. However, this new partnership with Stripe marks the first time customers can also make a deposit and reserve a handset directly via WhatsApp, enhancing the platform’s functionality.
Expanding WhatsApp as a sales platform
“This is M1’s first foray into conversational commerce,” said Mustafa Kapasi, Chief Operating Officer of M1. “WhatsApp is a popular and widely-used private messaging app in Singapore and we want to ensure we can meet our customers where they are at. Our customers have shared that they welcome a channel that feels closer to them. Currently, M1 CORI customers can access deals, product launches, and personalised updates in-real time via WhatsApp. We are continuously improving our retail and customer experience strategy and we are looking to build WhatsApp as a key channel to address our customers’ needs”
Kapasi added that M1 continues to refine its retail strategies to ensure they align with customer preferences, making the phone reservation process easier and more intuitive. The integration of payment capabilities further streamlines the user experience.
Boosting customer engagement with technology
Sarita Singh, Stripe’s Regional Head and Managing Director for Southeast Asia, India, and Greater China, emphasised the convenience this service brings to consumers in Singapore. “Singapore consumers are quick adopters of the latest technology. With M1, they can now make payments with the convenience of a WhatsApp conversation. Transforming the payments experience into great customer experience delights consumers, while also improving conversion rates and brand loyalty for businesses like M1,” she said.
M1’s adoption of WhatsApp for direct phone reservations and deposits reflects the broader trend of businesses leveraging messaging apps to simplify transactions and engage customers more personally. By integrating Stripe’s secure payment infrastructure, M1 aims to build a more seamless and enjoyable purchasing experience, contributing to stronger customer satisfaction.
