This is a compilation of 14 businesses that have used WhatsApp to improve customer support and customer experience.
For each WhatsApp for customer experience example we share:
- What the business is and does
- What the challenges where
- How they used WhatsApp
- The results they got.
What is our goal?
We want to help you see how businesses, like you, have and are using WhatsApp so you can get inspiration on different things you can use WhatsApp for your business.
We also add screenshot at different point (and external links) to help validate the information we share with you here.
Happy reading!
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Uber – Ride Updates and Customer Support
Uber’s use of WhatsApp for ride updates and customer support demonstrates how a brand can utilise a popular messaging platform to improve communication and service.
Company – Uber
Uber transformed how we think about getting from point A to point B.
Launched 2009 in San Francisco, it started with a simple but brilliant idea — what if you could request a ride just by tapping your smartphone?
Fast forward to today, and Uber has become a global powerhouse, operating in cities worldwide.
What’s super cool about Uber is the convenience it offers. Whether you’re rushing to a meeting, heading home from a night out, or needing an airport lift, Uber’s got your back.
Just a few taps, and voilà—a ride comes directly to you. No more waving frantically for taxis or puzzling over public transport routes.
Their objective
Uber aimed to make the ride experience smoother and more reliable by leveraging WhatsApp for real-time updates and customer support.
The goal was to keep riders informed and ensure they had a quick and easy way to get assistance, ultimately improving overall satisfaction and safety.
Their strategy
Uber’s strategy is to use WhatsApp to enhance communication and support for riders. Here’s how they executed this plan:
- Driver details: Once a ride was booked, Uber sent a message via WhatsApp with the driver’s name, photo, and vehicle details.
- Ride status: Riders received updates on the status of their ride, including notifications when the driver was en route, arriving, and during the ride.
- Real-time tracking: A real-time link was provided to track the ride, ensuring riders could see the journey progress and estimated arrival time.
- Customer support: Riders could quickly contact customers through WhatsApp for issues or concerns, ensuring quick resolution and assistance.
By integrating these features into WhatsApp, Uber offered a convenient and familiar way for riders to stay informed and get help when needed.
The outcome
The results were highly positive, significantly improving rider satisfaction and safety. Here are some key outcomes:
- Higher satisfaction: The convenience of receiving real-time updates and having a direct line to customer support led to higher rider satisfaction.
- Improved safety: Real-time tracking and timely updates made riders feel safer and more informed during their journey.
- Quick support: The ability to quickly contact customer service via WhatsApp ensured that any issues were promptly addressed.
See how TelebuSocial can help you achieve this and more. Schedule a demo to see how it works.
BMW – premium customer service
BMW’s use of WhatsApp for premium customer service showcases how your brand can leverage popular messaging platforms to create more personal and efficient customer interactions.
By offering a direct line to dealers, BMW has made it easier for potential buyers to get the information they need, leading to a better overall experience and higher sales conversions.
Company – BMW
BMW, short for Bayerische Motoren Werke (which sounds way more relaxed in German), is the go-to name for sleek, high-performance vehicles that turn heads as they zoom past.
Originating from Munich, Germany, back in 1916, BMW didn’t just stick to making cars; they also dabbled in motorcycles and aircraft engines at some point.
Fast forward to today, and BMW is synonymous with luxury and innovation in the automotive world.
They’re all about blending top-notch engineering with serious style, which means driving a BMW is not just about getting from point A to B. It’s an experience.
Whether it’s the smooth ride, the plush interiors, or the innovative tech features, a BMW makes you feel like you’re in a James Bond movie — minus the high-speed chases, hopefully.
Their objective
BMW wanted to elevate their customer service by offering a more personal and convenient way for potential buyers to connect with their dealers.
They wanted to ensure customers received timely and detailed information about car models and features, making buying more enjoyable and efficient.
Their strategy
BMW’s strategy centred on leveraging WhatsApp to create a direct and efficient communication channel between potential buyers and dealers. Here’s how they executed this:
- Direct inquiries: Customers could message BMW dealers via WhatsApp about car models, features, pricing, and availability.
- Convenient communication: This platform allows customers to ask questions and receive responses at their convenience without needing phone calls or in-person visits.
- Personalised service: Dealers could provide tailored information and support, addressing specific customer needs and preferences.
This strategy used WhatsApp’s user-friendly interface to ensure customers felt supported and valued throughout their car-buying journey.
The outcome
The results were positive, significantly improving customer satisfaction and sales conversions.
Here are some key outcomes:
- Improved response times: Dealers were able to respond to customer inquiries more quickly, providing timely information and assistance.
- Personalised experience: The direct communication channel allowed for a more personalised and engaging customer experience, making potential buyers feel more connected to the brand.
- Increased sales conversions: The enhanced communication and personalised service led to higher customer satisfaction and increased sales conversions.
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KLM Royal Dutch Airlines – Customer Service & Booking Confirmation
KLM Royal Dutch Airlines’ use of WhatsApp for customer service and booking confirmations is another brilliant example of how you can utilise a popular messaging platform to improve customer experience.
Company – KLM Royal Dutch Airlines
KLM Royal Dutch Airlines, often just called KLM, holds the title of the world’s oldest airline, still operating under its original name, and it has been soaring the skies since way back in 1919.
Based in the Netherlands, KLM has its hub at Amsterdam Schiphol Airport, a city in itself and a testament to how big and bustling this airline is.
KLM is all about bringing Dutch hospitality up in the clouds. They’re known for their friendly service and a warm, welcoming vibe that makes you feel like you’re being cared for by a Dutch family.
This airline isn’t just about getting you from point A to B. They’re big on making your journey as pleasant as possible, serving delicious meals and snacks — because who said airline food can’t be tasty?
Their objective
The main goal for KLM was to make flying with them as smooth and hassle-free as possible.
Using WhatsApp, they aim to provide their customers with timely and valuable information at their fingertips.
This initiative was about making travel more accessible and more enjoyable for their passengers.
Their strategy
KLM’s strategy focused on building on the widespread use of WhatsApp to keep their customers informed throughout their journey.
Here’s how they did it:
- Customer opt-in: The booking site provided an option to be contacted on WhatsApp.
- Booking confirmations: Customers receive a confirmation message directly on WhatsApp after booking a flight.
- Check-in notifications: When it was time to check in, KLM sent a notification to remind passengers, making the process quicker and more convenient.
- Boarding passes: Passengers received their boarding passes via WhatsApp, eliminating the need to print them out or search through emails.
- Flight status updates: KLM kept passengers updated with real-time flight status, including any delays or gate changes, ensuring they had the latest information.
It starts here 👇
And the conversation moves to WhatsApp.
They also share flight updates and documents directly with customers on WhatsApp.
Customers can also reach out to them for help.
Watch this video to see how it played out.
This strategy capitalised on the instant communication capabilities of WhatsApp, making it a perfect tool for keeping customers informed and reducing travel-related stress.
The outcome
KLM’s customers appreciated the convenience and efficiency of receiving important travel information directly on their phones.
Here are some of the key outcomes:
- Higher customer satisfaction: The ease of getting real-time updates and essential travel documents on WhatsApp significantly boosted customer satisfaction.
- Improved customer engagement: By using a platform that customers are already familiar with, KLM was able to engage more effectively with their passengers.
- Positive feedback: The service received overwhelmingly positive feedback, with customers highlighting how much simpler it made their travel experience.
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Sephora – beauty tips and product promotions
Sephora’s use of WhatsApp for beauty tips and product promotions is another fantastic example of how you can use a popular messaging platform to create more engaging and personalised customer experiences.
Sephora kept its customers engaged and loyal by offering valuable content and exclusive deals while driving sales.
Company – Sephora
Sephora is a candy store for beauty enthusiasts.
Founded in France by Dominique Mandonnaud in 1970, this beauty powerhouse has made a name for itself with an almost endless variety of cosmetics, skincare products, fragrances, and more.
Whether you’re a makeup pro or just diving into the world of beauty, Sephora is your fun, stylish best friend who knows all about the latest beauty trends.
The most remarkable thing about Sephora? It’s all about trying things out. With their open-sampler policy, you can test almost anything before you buy it — a dream comes true, right?
Their objective
Sephora wanted to build stronger customer relationships by offering personalised beauty advice and exclusive promotions.
The goal was to keep customers engaged with the brand, providing valuable content and offers catering to their beauty needs.
Their strategy
Sephora created a direct line of communication with its customers through WhatsApp.
Here’s how they executed this plan:
- Opt-in campaign: Customers could easily opt-in to the service by sending a message to Sephora’s WhatsApp number, allowing them to receive beauty tips, makeup tutorials, and exclusive offers.
- Personalised advice: Customers could ask questions and receive personalised beauty advice from Sephora’s beauty experts, making the service feel tailored and valuable.
- Exclusive promotions: Sephora sent out offers and promotions exclusively to their WhatsApp subscribers, driving sales and making customers feel valued.
This approach used WhatsApp’s widespread use and convenience to deliver engaging and valuable content directly to customers.
The outcome
The results were impressive, with notable improvements in customer engagement, loyalty, and sales.
Here are some key outcomes:
- Increased engagement: Customers appreciated the regular beauty tips and personalised advice, leading to higher engagement.
- Boosted loyalty: The personalised nature of the service helped strengthen customer loyalty, as customers felt more connected to the brand.
- Higher sales: The exclusive promotions sent via WhatsApp resulted in increased sales, as customers took advantage of the special offers.
See how TelebuSocial can help you achieve this and more. Schedule a demo to see how it works.
BookMyShow – event updates and ticket booking
BookMyShow’s use of WhatsApp for event updates and ticket booking is another fantastic example of how a brand can use a popular messaging platform to improve customer interactions.
By providing booking confirmations, reminders, and event updates in a convenient and accessible way, BookMyShow has enhanced the overall customer experience, making it easier for users to enjoy their events without hassle.
Company – BookMyShow
BookMyShow is your go-to buddy for all things entertainment in India.
Launched in 2007, this platform has become the ultimate place for booking tickets to almost everything you can think of, including movies, plays, concerts, sports events, and even workshops.
Think of it as your inside link-up to the most remarkable events around.
What makes BookMyShow pop is how easy and fun they make the whole process of discovering events and snagging tickets.
Forget about waiting in long lines or dealing with sold-out signs. With a few clicks, you’re all set to have a blast, whether catching the latest blockbuster or cheering at a cricket match.
Plus, they often have some nifty offers and discounts, which makes your entertainment plans sweeter on the wallet.
Their objective
BookMyShow wanted to improve the overall experience for their customers by simplifying how they receive updates about their bookings and events.
Using WhatsApp, they wanted to provide a more convenient and user-friendly way to keep customers informed.
Their strategy
BookMyShow’s approach uses WhatsApp to keep customers updated and informed about their events.
Here’s how they did it:
- Customers submit their numbers: During the booking process, their customers provide their WhatsApp numbers.
- Booking confirmations: Customers receive a confirmation message on WhatsApp after purchasing tickets, making it easy to keep track of their bookings.
- Event reminders: BookMyShow sent reminder messages closer to the event date to ensure customers didn’t forget about their events.
- Event updates: Any changes or important information about the event, such as venue changes or timing updates, were promptly communicated via WhatsApp.
This strategy took advantage of WhatsApp’s widespread usage and real-time communication capabilities, providing a more accessible and reliable way to keep customers in the loop.
The outcome
Here are some of the key outcomes:
- Increased customer satisfaction: Customers found managing their bookings and staying updated on event details much more accessible, leading to higher satisfaction.
- Improved communication: The direct communication channel reduced the likelihood of customers missing essential updates, ensuring they had a better experience.
- Positive feedback: The service received positive feedback from users who enjoyed the simplicity and convenience of receiving all their event information in one place.
See how TelebuSocial can help you achieve this and more. Schedule a demo to see how it works.
Rajasthan Royals
Rajasthan Royals (RR), based in Jaipur, are a cornerstone of the Indian Premier League (IPL). One of the most valuable sports leagues in the world.
As one of the founding franchises, the Royals have a storied history, winning the inaugural IPL season in 2008 and reaching the finals again in 2022. Known for nurturing young talent, the team has played a crucial role in shaping the future of Indian cricket.
Beyond their on-field achievements, the Royals are deeply committed to creating transformative experiences for their fans, both on and off the field.
Their objective
How to maintain and grow fan engagement in a world where digital interaction is key.
The team wanted to create more interactive and personalised experiences for their fans, especially during the off-season, while also driving merchandise sales.
Traditional channels provided limited engagement. The team needed a more effective way to connect with their global fanbase.
Their strategy
To tackle this challenge, the Rajasthan Royals created a chatbot virtual assistant on WhatsApp.
This assistant was designed to offer fans a variety of interactive experiences, from exclusive content and quizzes to direct interactions with players and other fans.
Here’s how they executed their strategy:
- Live fan interaction: The virtual assistant offered fans a menu of options, including the ability to watch exclusive content, participate in games, quizzes, and interact with players. Fans could also engage with fellow fans through the Royals Fan Lounge or Royals Chat Room, earning Royal Coins as part of the team’s loyalty program.
- Merchandise integration: The virtual assistant made shopping easier by allowing fans to browse merchandise directly in WhatsApp. Using the multi-product feature, fans could select their preferred jersey size and style, add it to their cart, and complete their purchase through a payment link sent via WhatsApp.
- Targeted engagement: RR segmented their fan base based on WhatsApp usage frequency, allowing them to send targeted notifications about player updates, community initiatives, and special contests, keeping fans active and engaged.
source: facebook.com
The result
The Rajasthan Royals’ innovative approach yielded impressive results:
- 50% of merchandise orders were directly attributable to WhatsApp during one season.
- The team saw a 4-fold increase in sales via WhatsApp within just 2.5 months of implementation.
- Their order-to-visit ratio doubled over one season.
- 60% of first-party data was collected through WhatsApp within 5 months.
See how TelebuSocial can help you engage with and delight your customers on WhatsApp. Schedule a demo to see how it works.
SPL
SPL, formerly known as Saudi Post, is a government-operated agency that provides logistical and postal services. They ensure efficient shipping of goods across the Kingdom of Saudi Arabia (KSA) and globally.
Their objective
SPL sought a faster, more interactive way to communicate with customers, business and government partners, and transport teams to enhance the accuracy of package deliveries.
Additionally, SPL aimed to improve customer service in line with the KSA’s digital transformation goals.
Their strategy
To tackle these challenges, SPL partnered with Unifonic to develop “Maha,” a chatbot assistant powered by the WhatsApp Business Platform.
source: facebook.com
Key aspects of the strategy included:
- Interactive virtual assistant: SPL introduced “Maha,” an automated virtual assistant accessible through WhatsApp, which provides customers with a range of services including shipment tracking, local post office locations, shipping cost calculations, and access to SPL’s full product catalog. Maha supports both Arabic and English, enhancing accessibility and encouraging international shipping through SPL’s Alami program.
- Geolocation for accurate deliveries: SPL utilized WhatsApp’s geolocation capabilities to develop a national address system that expedites deliveries. Customers can share their current location or preferred address with SPL via WhatsApp, ensuring accurate and timely deliveries. This system also contributed to a significant reduction in operating costs.
- Scalable service expansion: During the pandemic, SPL pioneered a service for shipping prescriptions from hospitals to patients using the speed and accuracy of WhatsApp’s tracking features. This success led to further partnerships with private hospitals for shipping blood samples, demonstrating SPL’s ability to scale and innovate its services using WhatsApp.
See how TelebuSocial can help you engage with and delight your customers on WhatsApp. Schedule a demo to see how it works.
source: facebook.com
The results
By implementing WhatsApp as a key communication channel, SPL achieved significant improvements in customer service and operational efficiency:
- 50% reduction in call center wait times as more customers resolved inquiries directly within WhatsApp.
- 90% of customer inquiries were fully resolved through WhatsApp without the need for live agent assistance.
- 30% faster response times for customer service inquiries handled via WhatsApp.
- 75% reduction in business costs attributable to the efficiency and scalability provided by WhatsApp.
SNOCKS
SNOCKS is a German-based direct-to-consumer brand specialising in socks, underwear, and casual clothing for all genders.
Founded by two cousins, the company started with a simple mission to provide customers with comfortable, high-quality socks in a variety of styles. Since then, SNOCKS has grown rapidly, expanding its product range to include underwear, sportswear, and winter apparel, all available through its own online store.
Their challenge
As SNOCKS continued to grow, the company faced the challenge of maintaining strong customer engagement while also attracting new customers.
They needed an immediate, interactive communication channel that could effectively collect customer preferences and deliver personalised messages to drive repeat purchases.
Their strategy
To address this challenge, SNOCKS partnered with a conversational commerce provider to build a new communication channel on the WhatsApp Business Platform.
Given WhatsApp’s popularity in Germany, it was the ideal platform to engage customers more directly and personally.
Here’s how SNOCKS implemented their strategy:
- Exit intent pop-ups: SNOCKS created “exit intent” pop-ups on their website, offering a special discount to customers who opted in to receive marketing messages via WhatsApp. Customers who selected WhatsApp were directed to a WhatsApp chatbot with a predefined message, leading them through an opt-in flow and encouraging them to sign up for the SNOCKS newsletter. This strategy allowed SNOCKS to track revenue directly attributable to WhatsApp.
- Personalised campaigns: SNOCKS enhanced its segmentation by asking customers specific questions during the opt-in process, such as their product preferences and how often they wanted to receive messages. This information enabled SNOCKS to deliver highly targeted promotions and special offers, such as limited-time pre-sales and raffles, which created a sense of urgency and boosted engagement.
- Seamless shopping and support: Once customers complete their purchases, they receive order confirmations and tracking information via WhatsApp. SNOCKS also used WhatsApp to provide quick, friendly customer support, connecting customers to a live agent within five minutes—even on weekends. This seamless integration of marketing and customer support helped build trust and loyalty among customers.
source: facebook.com
The result
SNOCKS’ innovative use of WhatsApp led to significant business growth:
- 2.5x higher message open rates compared to email.
- A 586% return on campaign spend within six months.
- 5% of the company’s total online store revenue was attributable to WhatsApp.
- Customers who opted in via WhatsApp showed a 10% higher lifetime value compared to those from other channels.
See how TelebuSocial can help you engage with and delight your customers on WhatsApp. Schedule a demo to see how it works.
Segari
Segari’s mission is simple yet impactful — to bring fresh, farm-to-door groceries to busy households across Jakarta.
But they faced a tough challenge — how to engage a customer base that wasn’t necessarily tech-savvy, especially when those customers are often busy stay-at-home moms who don’t have time for lengthy phone calls or complex apps.
Segari needed a solution that was as easy to use as it was effective.
They needed a communication channel that could provide instant, personalised customer service, streamline order management, and even build a community of loyal brand ambassadors. All while handling a surge in demand brought on by the pandemic.
Their strategy
Here’s how they did it:
- Instant customer service: Segari integrated WhatsApp directly with their order management system, allowing customers to receive order confirmations, track deliveries, and resolve issues all through a single, familiar platform. This wasn’t just about speed —though Segari’s average response time is now just one minute— it was about creating a seamless, stress-free customer experience.
- Building a community: They launched the Mitra Segari program, a brand ambassador community. Members share a unique link with friends and family, and every purchase made through that link earns the ambassador a discount.
- Scalability and efficiency: When the pandemic hit, demand for online grocery delivery soared. Segari scaled their WhatsApp customer service team to over 100 agents in just one year, allowing them to handle peak-hour demands with ease. WhatsApp’s user-friendly interface and quick response times ensured that Segari could keep up with the demand while maintaining high service standards.
These screenshots show how it works.
source: facebook.com
source: facebook.com
The results
The numbers speak for themselves:
- 99.5% of customer service messages are responded to within five minutes.
- 50% customer engagement rate through WhatsApp.
- 12x increase in revenue within just one year of earning the WhatsApp Green Tick Verification.
- One-minute average response time, leading to quicker resolutions and happier customers.
See how TelebuSocial can help you engage with and delight your customers on WhatsApp. Schedule a demo to see how it works.
Renault MAIS
Renault MAIS is a driving force in Turkey’s automotive landscape.
As the official distributor for Renault, they’ve engineered a seamless blend of manufacturing, import, and distribution to deliver a comprehensive range of passenger and commercial vehicles.
Their legacy, built on iconic models like the Clio, resonates with generations of Turkish drivers. But they’re more than just cars. Their commitment extends to unparalleled after-sales care, from routine maintenance to a world of automotive accessories.
Their challenge
Renault MAIS has a long-standing reputation for reliable, well-designed vehicles like the Clio, which has become a staple on Turkish roads.
However, as customer expectations evolved, the company faced a dual challenge. They needed to engage a new generation of tech-savvy consumers while maintaining the personalised, consultative approach for which their brand is known.
Traditionally, customers would visit a dealership or call a communication centre to inquire about vehicles. However, with the rise of digital communication, Renault MAIS recognised the need for a faster, more efficient way to connect with customers and guide them through car buying.
Their strategy
After researching various digital communication tools, Renault MAIS identified WhatsApp as the perfect platform for their needs.
Partnering with a conversational messaging platform, Renault MAIS became one of the first car companies in Turkey to launch a WhatsApp Business channel.
Here’s how they transformed their customer service:
- Live Agent support: Renault MAIS started by dedicating live agents to WhatsApp, allowing customers to have one-on-one conversations with experts who could answer specific questions, from fuel efficiency to vehicle features.
- Virtual Assistant integration: To further enhance the customer experience, Renault MAIS developed a WhatsApp chatbot capable of responding to around 350 different prompts. Whether a customer wants to know about tyre pressure or available colours for a specific model. The virtual assistant provides accurate information within 20 seconds, 24/7.
The results
Renault MAIS’s innovative use of WhatsApp led to remarkable results:
- 93% decrease in average customer response times.
- 35% decrease in the time required for agents to resolve customer issues.
- 4% conversion rate for leads generated through WhatsApp.
By leveraging the virtual assistant, Renault MAIS significantly reduced the workload on their communication centre agents. This allowed agents to focus on more complex inquiries.
“Our WhatsApp virtual assistant has slashed customer service response times by a whopping 93% in less than a year,” says Özlem Kılıçkaya, Director of Communications at Renault MAIS.
“With AI handling 85% of inquiries, our human agents are now 35% faster at resolving the rest. The future is here. We’re bringing our 130 dealerships straight to WhatsApp. This means instant inventory checks, accessory offers, and lightning-fast lead conversions. Now customers can enjoy an easier car-buying experience.”
See how TelebuSocial can help you engage with and delight your customers on WhatsApp. Schedule a demo to see how it works.
Nissan Saudi Arabia
Nissan Saudi Arabia isn’t just another car company.
They’re a brand with a finger on the pulse of the Kingdom’s ever-evolving market. In a country where nearly three-quarters of the population is under 30, Nissan knew they had to connect with these younger customers in a way that felt natural, easy, and digital.
Their objective
Nissan Saudi Arabia had two main goals:
- Engage younger customers: They needed to reach the under-30 crowd, who are more likely to text than talk.
- Cut down call center traffic: The aim was to reduce the strain on their call centers, which were bogged down with routine inquiries that could be handled more efficiently.
Their strategy
Here’s where Nissan got smart.
- WhatsApp chatbot: Nissan rolled out a chatbot on WhatsApp, the go-to messaging app for young Saudis. This wasn’t just any bot—it was designed to answer common questions, guide customers through options, and even push them towards making a purchase. All of this without ever needing to pick up the phone.
source: facebook.com
- Smooth experience: The chatbot was all about convenience. Need to know about the latest models? Financing options? Nearest dealership? The bot had the answers, 24/7.
- Data-driven insights: Nissan didn’t just sit back and let the bot do the work. They closely monitored interactions, learning more about what their young customers wanted and fine-tuning their approach to meet those needs.
source: facebook.com
The outcome
Nissan’s WhatsApp strategy paid off big time:
- 390% increase in leads: That’s not a typo. The WhatsApp chatbot led to a 390% surge in leads. Young customers, who preferred the ease of digital communication, flocked to this new channel.
- 33% drop in call centre traffic: With the chatbot handling the routine stuff, inbound calls to Nissan’s call centers dropped by 33%. That’s a huge win, freeing up resources and cutting costs.
See how TelebuSocial can help you engage with and delight your customers on WhatsApp. Schedule a demo to see how it works.
MTN Ghana
MTN Ghana offers everything from prepaid and postpaid mobile services to broadband internet and mobile money transfer through their MoMo Money program.
Their challenge
MTN Ghana had a big goal to go fully digital by 2025. But here’s the catch — many of their customers were still stuck in the old ways of doing things, like visiting stores in person or making calls to customer service.
MTN Ghana needed to shift these customers online, but they couldn’t afford to lose the personal touch that customers loved.
Their strategy
MTN Ghana knew that the key to going digital was to meet customers where they were already comfortable — on WhatsApp.
They teamed up with Zendesk to create a customer service experience that was as fast and effective as a face-to-face conversation.
- Automated Virtual Assistant: MTN Ghana launched a virtual assistant chatbot on WhatsApp, allowing customers to get answers to common questions, buy data bundles, and manage their broadband all on their phones. It’s like having a customer service agent in your pocket, 24/7.
- Seamless escalation to Live Agents: If a customer needed more help, they could easily connect with a live agent right on WhatsApp. These agents were specially trained to handle inquiries quickly and efficiently, keeping the conversation flowing.
- Boosting productivity: WhatsApp allowed MTN Ghana’s agents to handle up to three customer interactions simultaneously. Compare that to just one at a time over the phone or in-store.
The result
So, did it work? Absolutely. Here’s what MTN Ghana achieved:
- 3X increase in agent productivity: With WhatsApp, agents could juggle multiple conversations at once, leading to a threefold increase in productivity.
- 76% first-contact resolution: The combination of the virtual assistant and skilled agents meant that 76% of customer inquiries were resolved on the first contact—a 6% boost compared to other channels.
- 85% customer satisfaction: Customers loved the speed and convenience of WhatsApp, resulting in an 85% satisfaction score — a 3% improvement in just a year.
- 17% increase in Net Promoter Score: By making customer interactions smoother and faster, MTN Ghana saw their net promoter score jump by 17%, reaching an impressive 97%.
See how TelebuSocial can help you engage with customers and sell more on WhatsApp. Schedule a demo to see how it works.
Hospital El Cruce
Hospital El Cruce is one of Argentina’s top hospitals, renowned for handling complex and advanced medical cases.
It’s the go-to institution for patients requiring specialised surgeries and diagnostic exams, often referred from other hospitals.
Their challenge
When COVID-19 struck, Hospital El Cruce’s call centre was inundated.
With call volumes skyrocketing to 2,000 a day and 80% of calls being abandoned, the situation was critical. The hospital needed a way to manage the surge while ensuring every patient received the care they needed quickly and efficiently.
Their strategy
To tackle this overwhelming demand, Hospital El Cruce turned to WhatsApp, a popular communication tool in Argentina.
Partnering with Chattigo, they developed a virtual assistant WhatsApp chatbot.
Here’s how it worked:
- Enhanced communication channels: Patients were given the option to switch from the call line to WhatsApp for non-emergency issues. Through a user-friendly menu, they could confirm appointments, inquire about medications, or ask about symptoms. All without waiting.
- Immediate care for critical cases: For patients with COVID-19 symptoms, the assistant facilitated real-time video chats with a nurse, ensuring immediate attention for the most urgent cases.
- Scalable, personalised care: WhatsApp enabled nurses to handle 10 to 15 chats simultaneously, maintaining a personal touch while significantly increasing efficiency. This allowed the hospital to manage more patients without compromising on the quality of care.
The results
Hospital El Cruce’s strategy paid off with impressive results:
- 99% of patients prefer WhatsApp: Nearly all patients found WhatsApp to be faster and easier than traditional channels.
- 37% decrease in call volumes: By diverting patients to WhatsApp, the hospital saw a substantial reduction in call center traffic, freeing up resources for more critical tasks.
- 91% resolution rate via WhatsApp: An overwhelming majority of patients had their medical questions answered directly through WhatsApp, without needing to speak to a live agent.
- 40% self-resolution rate: Thanks to the virtual assistant, 40% of patients resolved their queries entirely on their own, without escalation.
See how TelebuSocial can help you engage with and delight your customers on WhatsApp. Schedule a demo to see how it works.
