Jazz: Improved Customer Service with WhatsApp Business API
Providing a quick self-service option for their 59 million subscribers
Being a market leader with a main goal to digitalizecustomer 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.
Using the WhatsApp Business API from Infobip to send alerts and complete processes over their customers’ favorite chat app
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:
check their balance and billing details
check their package details
get their tax certificates
top up their account or pay their bills
Faster customer service and 32% lower costs
So far, over 250,000 customers have taken advantage of the Jazz WhatsApp self-service channel – using it for different purposes such as:
accessing billing information
generating invoices, and
receiving their tax certificates
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.
Jazz is currently working to provide chat support to roaming customers and is exploring the option of integrating a self-service WhatsApp chatbot using Infobip’s platform.
Head of Automation
Using Infobip as our WhatsApp Business Solution Provider to help us integrate the WhatsApp Business API made the process easy. Introducing self-service options over the chat app helped us reduce our tax certificate call costs by 32% and gave us a Net Promoter Score of 80/100. Our customers are very satisfied with the simplified processes. We are currently exploring the option of integrating a chatbot in the future.
Jazz is Pakistan’s largest mobile network operator and a part of VEON Ltd, a multinational telecommunications services company headquartered in Amsterdam, Netherlands. Jazz provides a range of services for prepaid and postpaid customers as well as to individuals and corporate clients. Serving over 59 million subscribers nationwide, Jazz has maintained market leadership through cutting-edge, integrated communications solutions, the strongest brands and the largest portfolio of digital value-added services.