Challenge

Goodera, a trusted and leading CSR and volunteering platform, was strategizing upon an improved volunteering experience and impactful engagement for its network of corporate volunteers.

Goodera’s domain knowledge in corporate giving, data-driven approach and proprietary technology which brings the key stakeholders together, provides corporates with an end-to-end solution to manage their employee volunteering program.

The Goodera Volunteer platform enables hyperlocal searches, matches opportunities with the interests on causes, time availability and skillsets of the volunteers onboarded, to enable them to choose the most relevant volunteering opportunity for them.

Two key issues that the platform aimed to solve was:

An important condition for scaling volunteering tendencies is having a continuous and time-relevant communication channel that motivates and informs the volunteers to perform the activity. To keep users updated, Goodera would use email notifications which had low open and read rates.

The company was looking for a more popular communication channel for its volunteer network that would increase volunteer engagement on the ground.

Solution

Goodera was in search of an interactive communication channel which would allow them to engage with their audience on a real-time basis while giving a high delivery rate. They approached Infobip to come up with a solution that would address their requirement. Infobip’s technical expertise, quick response rate, secure interface and ease of integration made them an ideal partner for Goodera’s platform.

Goodera adopted the Whatsapp Business Platform through Infobip as a communication channel to reach out to its network of volunteers.

A chatbot was implemented using WhatsApp Business Platform powered by Infobip to communicate with their volunteers in an engaging way. Being one of the most popular and fastest-growing channels in India, WhatsApp also allowed two-way communication between Goodera’s chatbot and volunteers.

The WhatsApp Business Platform powered Goodera with a channel that allowed them to:

Through the WhatsApp Business API, Goodera was able to seamlessly interact with volunteers in a secure way, thereby increasing customer engagement and participation.

Result

Using Infobip’s platform and WhatsApp’s reach, Goodera has been able to serve 88% of its customer base and has successfully upsold to 20% of its existing clients through relevant communication.

Since implementing WhatsApp Business Platform, Goodera’s Volunteer Bot over the chat app has assisted 40,000 employees over 13,000+ volunteering events across various companies in 27 states in India that have brought about a 35% increase in overall volunteering hours contributed by the Goodera network towards social causes.

As a result, using the popular communication channel has led to a:

While the primary objective of implementing Whatsapp Business API was met with an increase in volunteer engagement rates among Goodera’s clients, it also caused a ripple effect with overall volunteering experience rating increasing by 15%.

Implementing Whatsapp Business Platform made the Goodera Volunteering experience seamless, convenient and accessible for the volunteers in the network. The implementation enabled Goodera to acquire new volunteers, and improved participation of existing ones, thereby amplifying overall social impact. Goodera aims to continue experimenting with its communication channels for an elevated experience for its network of volunteers.

Challenge

Some offers can seem too good to be true – and this was the case with CambioReal when they entered the remittance market in Brazil. Many potential users flooded their lines trying to find out if what they were offering was for real, concerned that the service was simply too good.

As a result of this, CambioReal was swamped with customer questions about fees, transactions, and exchange rates coming in over calls, emails, and live chat. The sheer volume of customer enquiries made it difficult for users to get answers to their questions in a way that fit their busy schedules. It was clear that a faster channel for customer support was needed.

Customer support wasn’t the only thing that needed accelerating – there was also user registration. The process of submitting the required documents necessary for registration was causing drop-offs, since it didn’t work well with typical user habits on their market.

What CambioReal needed was a way to quickly respond to support enquiries over a popular channel their customers used, and also make new user registration fast, simple, and secure.

Solution

Conversations from Infobip solved these challenges for CambioReal. The omnichannel cloud contact center solution comes with natively integrated communication channels – including WhatsApp. In addition to being a quick, simple, and convenient channel for customers sending or receiving money from abroad, WhatsApp lets users send rich media – including documents necessary for a fast and secure user registration process.

CambioReal is now available to their users even outside office hours by sending customers automated messages. These messages, which can be sent over WhatsApp, notify users contacting customer support that they can choose whether they want to be contacted the next day by call or by text.

Conversations gave customer service agents a single-view solution, providing them full conversation history and context for each customer. Managers share this insight to provide agents with coaching where necessary to further improve customer support.

Result

Conversations helped CambioReal greatly improve customer satisfaction levels. User feedback praised the sense of security customers had using the service, which reflected the improved customer trust and connection with the brand.

Registration was made faster and easier with WhatsApp, which allowed customers to complete the process from start to finish over their mobile devices.

CambioReal’s own agents were also impressed with the user-friendly solution, while managers can improve handling by keeping track of agent performance, oversee communication, assign statuses to conversations, and track customer feedback in the cloud contact center solution.

Challenge

With over 45 million unique people using the platform, OpenSooq is the leading mobile-first classifieds platform in the Middle East and North Africa. Being the number one destination for automobiles, real estate, electronics, and fashion, the company has an item sold every 15 seconds.

As the leading eCommerce marketplace platform in the region, it was important for OpenSooq to have a seamless customer on-boarding experience that is cost-effective. However, due to the unreliability of SMS delivery in the MENA region and OpenSooq’s dependability on this led to a complicated verification process.

OpenSooq wanted to create an alternative customer on-boarding, verification and service process that would consist of reliable, dependable, and cost-effective communication.

Solution

OpenSooq already recognized Infobip as a reliable partner with a robust infrastructure to help create a seamless customer journey through WhatsApp Business Platform – to serve their customers in over 19 countries. WhatsApp Business worked well as it was a channel their customers already used and trusted.

The WhatsApp Business API enabled OpenSooq to engage with their customers at every touch point of their journey – right from verification, password reset to agent interaction.

By implementing WhatsApp Business API through Infobip, OpenSooq was able to set up a more reliable verification system with two-way communication.

Initially WhatsApp Business was to be used as a solution to OpenSooq’s SMS verification process. However, using it daily showed the benefits of having it as a trusted channel of communication between agents and customers.

Since customers were comfortable using WhatsApp, they were more willing to engage over the channel to resolve issues.

Result

The most significant advantage WhatsApp Business API brought to OpenSooq was being 100% sure that a customer could verify their phone number, the ability to automate verification errors, and detect users with verification issues. This resulted in a 50% reduction in costs.

Implementing WhatsApp Business streamlined the password reset process and reduced customer complaints by 60%.

The integration of WhatsApp Business API experienced an 82% improvement in OpenSooq’s customer satisfaction score (CSAT), 78% increase in agent productivity, 65% increase in first contact resolution, and a 44% decrease in agent handling time.

The easy integration of WhatsApp Business API through Infobip helped OpenSooq regain its customers trust as the reliable mobile-first ecommerce marketplace platform in MENA.

Challenge

CarDekho is an end-to-end car research portal where customers can find information based on their car preference and current car buying state. CarDekho’s editorial team provides updated information around every aspect of their car-buying journey which includes price, offers, dealers, comparison, and more to customers.

Until recently, CarDekho relied on channels such as SMS and email to notify their prospects about these deals. However, over time, customers began looking into new ways of communicating with brands in the Indian market.

Solution

To ensure their position as India’s leading auto tech company, along with the rise in popularity of chat apps over the last few years, CarDekho was exploring solutions that would help them communicate with prospects and customers over channels they already use – such as WhatsApp.

Since WhatsApp is the most used chat app in India, CarDekho decided it would be worthwhile to implement this as a new communication channel with customers.

The auto tech company came across Infobip on Facebook’s list of vendors who provide businesses with the WhatsApp Business Platform and has experience in the local region.

A few features that stood out the most to CarDekho were that WhatsApp:

Based on customers’ search criteria, CarDekho offers real-time support throughout the purchase journey. WhatsApp is primarily used to send alerts to prospective buyers about cars that are on sale, have entered the market, and fit their search criteria, or new releases that they have been keeping an eye on.

Result

Incorporating WhatsApp Business Platform turned out to be a great success – one that was almost guaranteed due to over 400 million active users on WhatsApp in India.

The campaign generated 15,000 conversations per day, with an average of 600 – 700 inquires requesting detailed information about vehicles and support from CarDekho. This is something WhatsApp Business is ideal for due to the rich messaging capabilities that includes the ability to send high-resolution images.

The convenience of the messaging channel shined through the two million sessions that happened over the platform throughout the campaign – along with only 1 to 1.5% of users opting out throughout the process.

Challenge

To combat the dwindling state of healthcare in Pakistan and doctor to patient ratio, healthcare app Marham had a challenge of their own to solve.

Marham was using SMS to schedule appointments and send reminders. However, with issues regarding messages from alphanumeric senders not being delivered to people subscribed to the DND (do not disturb) list and lack of delivery reports, they had a high customer complaint rate.

In addition to that, they faced issues with SMS delivery to ported numbers or patients who changed their service provider and found it difficult to send bulk promotional messages to their users.

With 15,000 bookings per month and 500,000 visits to their website, the digital healthcare pioneer in the country had to find a more reliable channel of communication to notify their patients and improve their delivery rates.

Solution

Understanding the gravity of the situation, Infobip provided Marham with an integrated omnichannel approach that included Voice and SMS.

The first thing Infobip did was verify Marham’s communication channel to solve the problem faced regarding messages from alpha numeric senders. This ensured patients that they were receiving messages from a trusted sender.

A flow mechanism was created to ensure messages were sent to both doctors and patients when an appointment was requested, confirmed, cancelled, or rescheduled. Patients were also sent appointment reminders and review request messages.

The biggest gamechanger was the addition of Voice as a failover for SMS messages and giving patients the choice to book appointments and receive reminders through calls.

Voice and SMS, along with Infobip’s real-time reporting, gave Marham the insight and transparency to monitor the delivery rates of messages and a better understanding of the reasons why some of them were not delivered.

In addition to this, Infobip’s web interface allowed Marham to send bulk SMS promotions as well.

Result

After implementing Voice and SMS through Infobip, Marham’s brand recognition and trust increased. Since patients could now receive information and reminders through calls, the number of appointments doubled.

Additionally, receiving necessary appointment information on time due to the failover system led Marham to experience a 40-50% decrease in the number of complaints they received from patients and doctors.

This had a direct impact on revenue since the number of people showing up to their scheduled appointments increased from 52% to 55%.

Now, using Infobip’s platform, Marham is able to address their ever-changing communication requirements.

Due to the visible results and surge in patient trust and appointments, Marham is now looking to integrate Infobip’s WhatsApp Business Platform and Number Masking API soon.

Challenge

With a target audience between the ages of 25 and 40, Indian company EaseMyTrip is always looking for ways to optimize their customer communication and offer the most convenient and innovative experience. In order to achieve this, the team follows a 360 marketing approach – always open-minded to testing and implementing new and innovative channels.

Because of this approach and company mindset, EaseMyTrip is continuously looking to address the following challenges:

Firstly, they are always looking for the right channel to engage their customers with the latest deals and updates, no matter where they are.

Secondly, they want to improve their customer travelling experience by being able to deliver reliable and timely flight notifications to prevent unnecessary customer frustration.

Thirdly, they are always looking to implement new channels that are being adopted by people in India.

To solve all of these challenges and have the ability to implement new ideas to improve their customer journey continuously, they needed a messaging partner that could help them start using new services quickly – one with quick to market solutions.

Solution

In order to address all these challenges, EaseMyTrip started working closely with Infobip in 2019, and has since implemented multiple channels.

The solution to improve EaseMyTrip’s customer communication was multi-fold – WhatsApp Business Platform, SMS, and RCS Business Messaging used over different stages and according to customer preference.

With over 400 million users in India and the ability to support rich media capabilities, WhatsApp was the obvious choice to send pdf e-tickets to their customers conveniently. After the purchase of the ticket is performed on the EaseMyTrip site, their customer receives a WhatsApp message with a pdf e-ticket.

SMS is an established, and one of the most preferred communication channels in India. This is why EaseMyTrip uses Infobip’s platform for campaign creation to share the latest promotional deals with their customer base. The tool allows them to be flexible in both campaign creation and testing different approaches, while the URL tracking feature gives EaseMyTrip insight into their message engagement.

Lastly, Infobip helped EaseMyTrip with sharing time-critical information about flight changes. Whenever a flight is delayed, for example, an SMS containing vital information about it is triggered and sent to the exact target audience affected by this change.

Late in 2020, EaseMyTrip decided to test Rich Communications Services and see the impact the channel would have. After discussing the potential use cases with the team at Infobip, they decided to use the channel to run promotions and get feedback from their customers about traveling post-Covid.

As EaseMyTrip business is a 24/7 service, Infobip’s 24/7 support with local language and local presence ensured all the channels were running smoothly.

Results

EaseMyTrip was able to increase their engagement and improve customer experience with the use of SMS, RCS and WhatsApp in their communication efforts.

SMS helped their customers receive important flight information on time, while WhatsApp played a significant role in improving the customer experience as it proved to be an ideal solution that gave EaseMyTrip customers additional value and truly eased their trips and ticket bookings.

While tapping into the new chat channel, they also addressed the problem they had with their emails containing important flight details not being opened on time. With WhatsApp, the waiting time for customers’ responses dropped to an average of 10 minutes.

Seeing the positive impact WhatsApp has had on their day-to-day business, EaseMyTrip decided to upgrade their customer communication even further. They have developed a chatbot that helps users make new bookings and also receive price alerts. They are also enhancing the chatbot to provide customer support, which will help their customers easily discover their ideal trip.

After sending 5.5 million RCS messages, the new communication channel proved to be a success – compared to email, the open rate was 7% higher and the CTR almost 4x.

The elaborate campaign managed to fulfill multiple goals – resulting in 10 times more surveys filled and a 2.7% higher conversion rate, than a similar email campaign where customers used a promotional code to book their next trip.

The team at EaseMyTrip found excellent value in RCS because of the ability to define multiple customer journeys and enrich them with images and links, while also giving them complete control of the interactions.

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.

Challenge

Security is a concern for any ecommerce business – and Bukalapak is no exception. To provide the highest level of security for their users, Bukalapak needed to send one-time PINs (OTP) for transactions, logins, and registrations, as well as for any account detail changes such as email or phone numbers. This would help users register to the service, as well as prevent account takeovers and other security breaches.

Having low OTP delivery rates caused bottlenecks in the customer journey. Low delivery rates prevented users from registering to the platform and completing transactions – which had a negative impact on revenue and profits.

Bukalapak set a target success threshold for logins, checkouts, and transactions. To achieve this target, OTP delivery needed to be fast, reliable, and cost-effective.

Solution

Bukalapak integrated two-factor authentication SMS into their in-house developed system using Infobip’s API, which they used to send OTPs for new user registrations, as well as for transactions. This also gave them the ability to send high-priority marketing messages for brand promotions and big events using SMS.

The most important features for Bukalapak were platform reliability and the message delivery success rate. Infobip’s platform provides monitoring features that make it possible for clients to track performance in real time. Bukalapak used these features to monitor delivery success rates closely and quickly identify any issues.

Result

As a result of using Infobip 2FA SMS, Bukalapak saw delivery rates rise between 4-5%, which put them over the targeted delivery rate success threshold. This has had a positive impact for Bukalapak, specifically with:

These three things combined positively impacted Bukalapak’s revenue and profit, since OTP issues were practically eliminated – which was a critical step in their business process.

Bukalapak was very satisfied with the professional relationship developed with Infobip, as well. Fast response times from the account management team helped quickly resolve any issues Bukalapak encountered.

Challenge

medGo’s online platform needed a reliable way to help hospitals communicate with healthcare workers so that they were aware of and given the chance to accept available opportunities and positions.

The platform used SMS as a communication channel in the past to enable:

However, only 85-90% of messages were delivered. Unfortunately, this wasn’t enough. This delivery rate meant that many positions at hospitals remained vacant, healthcare workers were left without jobs, and patients didn’t receive the treatment they could have if these positions were filled.

Solution

medGo’s goal was to have 95% or more of their SMS messages reach medical workers. This would ensure that more positions are filled at hospitals by healthcare workers who can provide the care patients need.

To ensure high delivery rates of messages between hospitals and healthcare workers, medGo decided to implement Infobip’s 2-Way SMS messaging solution based on our global reach and clients in the healthcare industry.

With one of the most reliable delivery rates in the industry, Infobip’s message delivery optimization capabilities ensured medGo’s messages were always superior in performance and reliability.

Result

By sending messages through Infobip’s communications platform, medGo was able to successfully send 230,000 SMS messages every month and could reach more staff to fill vacant positions.

Within just weeks of sending messages over our platform, medGo witnessed a 15% increase in message delivery rates, from 85-90% to 98-99%, meaning there is 15% more replacement staff for hospitals.

medGo now plans to expand into other countries, continuing the partnership with Infobip. Thanks to our reach for 2-Way SMS communication for businesses in more than 50 countries, medGo will be able to scale their business easier. In the future, they also want to introduce other communication channels, like chat apps, to their users to improve customer experience and increase reach.

Challenge

Many of Gamigo’s global users opt-in to receive notifications about game updates and status changes so they don’t miss a thing – even when they are offline.

Gamigo used to send email notifications to share this information with them, however, the messages were often missed because players didn’t check their inboxes very often.

Receiving notifications over a channel they rarely use impacted players’ reaction time to the changes and updates happening in the game, which resulted in complaints to Gamigo’s support team.

Gamigo wanted to introduce a communication channel that would keep gamers consistently informed and engaged.

Solution

Since SMS messages are read within 3 minutes, Gamigo decided to use this channel through Infobip’s platform to deliver notifications that bring players back to the game.

Given their global gamer community, Gamigo found value in Infobip’s global reach and reliable network.

Gamigo delivers daily SMS alerts about in-game changes that may affect a player’s results or position, such as incoming attacks or character changes. Messages are triggered by players’ behavior and are delivered instantly to their mobile phones in real time – reaching them when they are both online and offline.

The easy deployment of Infobip’s solution for increasing engagement ensures there are no disruptions to the overall business and gaming experience.

Result

Using SMS as a communication channel increased gamer engagement and reduced complaints within just three months.

Now, gamers stay connected even when they’re not playing, and timely notifications give serious gamers the information they need to win.

Although notifications are a part of Gamigo’s premium package, 80% of active players have signed up, underscoring the value they provide to their player community.