How a Restaurant Chain Doubled Orders via WhatsApp in 90 Days
A Saudi restaurant chain enabled WhatsApp ordering and connected the bot to POS. Result: orders doubled in 3 months.
How a Restaurant Chain Doubled Orders in 90 Days Using WhatsApp
"We were paying high commissions to delivery apps on every order. Margins barely covered costs." That is what Khaled Al-Mutairi, Operations Manager at "Thawq" restaurant chain, said about their delivery challenges. Thawq is a Saudi chain specializing in traditional cuisine with multiple branches across Riyadh and Jeddah. They decided to build a direct ordering channel through WhatsApp, and the results exceeded all expectations.
Before WhatsApp: Complete Dependence on Delivery Apps
Thawq relied on delivery apps for the majority of orders, with a small portion coming through direct channels (phone and walk-in). The problems were significant:
- Commissions: A significant percentage of every order went to the app: on thousands of monthly orders, this amounted to a very large sum annually
- Customer data: Apps do not share customer data, Thawq had no idea who their repeat customers were
- No control: Any change in app policy directly impacted sales
- Competition: Customers see competitors in the same app, zero loyalty
The Strategy: Direct WhatsApp Ordering Channel
In January 2025, Thawq launched a three-phase plan with WhatsLoop:
Phase 1 (Month 1): Infrastructure:
- Connected all branches to a single unified WhatsApp number
- Built a digital catalog for the complete menu, dozens of items with professional photography
- Created a smart ordering bot: customer selects branch, browses menu, adds to cart, confirms and pays
- Integrated order system with kitchen printers, each order auto-prints at the selected branch
Phase 2 (Month 2): Customer Acquisition:
- QR code stickers on every table in every branch, "Order via WhatsApp and get 10% off"
- Click-to-WhatsApp Instagram ad campaigns
- Exclusive WhatsApp-only deals, "Free meal with every 5 WhatsApp orders"
- Weekly contest: "Share a photo of your meal and enter the draw for a month of free meals"
Phase 3 (Month 3): Retention and Growth:
- Digital loyalty program via WhatsApp, points with every order
- Personalized messages: "Khaled, your favorite chicken kabsa is on special today"
- Smart reminders: "You have not ordered in two weeks, how about free delivery on today's meal?"
- Post-order ratings + instant issue resolution
Results After 90 Days
| Metric | Before | After 90 Days | Change |
|---|---|---|---|
| Monthly orders (total) | Lower | Higher | Notable increase |
| Direct WhatsApp orders | 0 | Thousands | New |
| Direct order percentage | Low | Much higher | Significant increase |
| Average order value | Lower | Higher | Notable increase |
| Annual commission costs | Very high | Much lower | Significant decrease |
| Repeat order rate | Low | Much higher | Significant increase |
Why Customers Loved Ordering via WhatsApp
An internal survey of a large sample of customers revealed the reasons:
- Most customers: "Faster than apps, I order in under a minute"
- Many: "WhatsApp-exclusive discounts"
- Many: "I can talk directly to the restaurant for special requests"
- A good number: "Reminders and personalized offers based on my taste"
- Others: "No need to download another app"
Lessons Learned
- Do not abandon apps suddenly: Khaled says "Apps are still an important channel, but the goal is making WhatsApp the primary one"
- Initial discounts are essential: "Without the 10% launch discount, nobody would have switched. But after trying it, the majority continued without a discount"
- Photo quality matters: "When we upgraded menu photos from amateur to professional, orders increased notably"
- Instant feedback prevents problems: "We catch issues within an hour instead of them becoming negative Google reviews"
Additional Tips for the Restaurant Industry
Use Scheduled Messages for Peak Times: Schedule marketing messages before lunch and dinner times, "What is for lunch today? Our new selection is ready for you." These messages remind customers about you at the exact moment they are thinking about food. You can use automation tools in WhatsLoop to schedule these messages automatically.
Enable Voice Ordering: Some customers prefer sending a voice message: "I want a kabsa meal for two with a salad." With AI features in WhatsLoop, the system can convert the voice message into a written order and present it to the customer for confirmation, a faster and easier ordering experience.
To learn more about building an ordering bot without coding, check out the No-Code WhatsApp chatbot Guide. For a comprehensive view of e-commerce strategies via WhatsApp, review the Complete WhatsApp E-Commerce Strategy Guide.
Frequently Asked Questions
Q: Can the ordering bot handle custom requests (like "no onions")? A: Yes, you can program the bot to display customization options for each item: additions, ingredient removal, and special notes. The customer selects with a tap, and the order reaches the kitchen with all details clearly stated.
Q: How do I handle peak times when orders increase? A: The bot handles an unlimited number of simultaneous conversations, no waiting required. You can set an automatic message informing the customer of the expected delivery time based on the current order volume.
Q: Do I need to change my current kitchen POS system to enable WhatsApp ordering? A: In most cases, no. WhatsLoop supports integration with common point-of-sale systems via API. If your system supports API, the integration is possible without changing anything in the kitchen.
Q: Is there a maximum number of items in the WhatsApp catalog? A: You can add hundreds of items to the catalog with photos and descriptions for each. Organizing items into collections (main dishes, beverages, desserts) makes browsing easier for the customer.
Follow Thawq's Lead
Whether you run a restaurant, cafe, or delivery chain, WhatsApp gives you a direct sales channel without commissions. With WhatsLoop, you can build a complete ordering system via WhatsApp: catalog, ordering bot, electronic payment, and loyalty program. Sign up for WhatsLoop and start receiving orders directly from your customers.
