Jazz: Improved customer service with WhatsApp Business Platform

Challenge

Being a market leader with a main goal to digitalize customer care, Jazz was looking for a way to provide a new self-service channel to their customers which would enhance the overall customer experience.

Until recently, Jazz customers had to visit service centers or call customer support to receive tax certificates or duplicate bills. These processes often took up to 24 hours to complete. As a result, the lack of self-service led to high volumes of calls being made to Jazz’s call center and many visits to their service centers.

The mobile network operator wanted to provide self-service options to customers over their favorite chat app – WhatsApp.

Solution

Jazz chose Infobip as its partner to integrate the WhatsApp Business Platform.

During the first phase, Jazz used Infobip’s platform to offer WhatsApp as a self-service channel option to postpaid customers. Once the first few months were proven successful, the service was extended to their entire subscriber base, including prepaid customers.

To start using the new channel, Jazz customers had to send a message saying ˝Hi˝ to 03003008000 over WhatsApp. Then, an automated message would respond with menu options for the customer to choose how they would like to proceed.

With WhatsApp Business, all Jazz customers can now:

Result

So far, over 250,000 customers have taken advantage of the Jazz WhatsApp self-service channel – using it for different purposes such as:

Now, Jazz customers no longer have to visit service centers or call customer support to complete basic processes.

Through WhatsApp Business and Infobip, Jazz has experienced 71,000 saved calls in three months, more than 100,000 tax certificates issued, and more than 52,000 duplicate invoices sent to customers.

By offering the tax download function through WhatsApp, the mobile network operator was able to reduce tax certificate call costs by 32% while recording a Net Promotor Score of 80/100. Additionally, the ease of use recorded by customers was 9.2/10.