Omnilink: Faster customer service and improved efficiency – over a single platform
144x
faster resolution time
Challenge
Optimize service and support with a multichannel tool that provides development autonomy
To communicate with customers Omnilink used Chat, WhatsApp and phone calls. However, both channels were provided by separate providers.
This caused Omnilink a few critical issues because they couldn’t make any chatbot updates independently.
Having the main communication channels from individual, mutually disconnected providers, kept Omnilink’s agents from providing the type of personalized CX modern customers demand.
All of this came at a very high cost related to the fact that 90% of all queries were made over the phone, while just 10% were sent through other channels, such as WhatsApp. In addition to that, maintaining two separate providers was costly to the company, generating development costs for any changes to the tools.
In view of this, Omnilink began to look for a provider who could unify all channels over a single connection, at a lower cost to offer a solution to efficiently manage their contact center.
Solution
Conversations, Answers, Moments and People CDP
Infobip’s omnichannel communication platform ticked all Omnilink’s boxes. For starters, Infobip’s omnichannel platform provides all the digital channels for optimal customer communication. Second, Conversations cloud contact center solution would give Omnilink full control of the digital channels all in one place.
Answers chatbot building platform gave Omnilink the ability to build and update their chatbots across all available digital channels. Moments customer engagement solution and People CDP customer data platform gave Omnilink powerful CX tools.
All this gave Omnilink the ability to improve their business operations and communicate with their customers over WhatsApp, Voice calls, Live Chat, and Google’s Business Messages – all over one service provider. Additionally, Omnilink’s 150 agents were quickly and successfully onboarded to use the following solutions:
Digital communication
Omnilink built WhatsApp and Live Chat chatbots with Answers.
Customers visiting the site could engage the chatbot on their desired channel by selecting one of the two widgets.
The chatbot can help customers with signal mirroring, service activation, support, sales, scheduling an installation, password recovery, etc.
Existing customers could enter their customer ID and select relevant service options before being directed to a sector-specific queue where they could further talk with an agent using Conversations.
This self-service model boosted agent efficiency while also reducing wait times. Some processes, such as password reset, were automated with the WhatsApp chatbot. Additionally, a rule was created for the certain top 40 customers who would have priority engaging agents.
Omnilink also added Google Business Messages to their contact center. This enables agents to address incoming customer support queries over Google search.
Communication over calls
Customers could also call Omnilink support over the phone. Omnilink built a self-service Interactive Voice Response (IVR) with Moments and automated calls with tree options. Now customers can take care of most issues on their own, while agents can seamlessly take over higher-level customer service queries.
All customer data from both new and existing customers is stored using Infobip’s People customer data platform, which is integrated with Omnilink’s CRM and logistics system. This quickly validates the information customers provide when contacting support.
Some 150 agents were quickly onboarded and are succesfully using the Infobip platform.
Result
Faster support, higher customer satisfaction, optimized workloads, improved supervision, and lower costs
Self-service customer support over chatbots and IVR accelerated customer service. The most significant improvement was spotted in scheduling over WhatsApp. Here, average session times were slashed from 24 hours to 10 minutes, for 144x faster resolution time.
Additionally, the improved session time, average waiting time and reduction in calls missed led to higher agent productivity.
Now agents have all channel data, conversation context, and history in one solution, helping them to provide support faster than ever.
Infobips solution also gave supervisors monitoring tools that Omnilink used to contract with a third-party provider. With these in place, an internal team could track data over the Infobip platform which improved management capabilities and communication centralization – at a far lower cost.
These tools helped track productivity per queue, per agent, per channel – and helped set up an incentive scheme for agents.
Moving to Infobip helped us take full control of our contact center. Conversations let us efficiently manage our contact center from top to bottom. Answers and Moments helped us improve agent efficiency by custom building and fully automating customer self-service support over WhatsApp, Live Chat, Google’s Business Messages, and Voice calls.
The faster resolution resulted in a remarkable customer satisfaction improvement. In fact, we were able to accelerate our resolution time by 144x! And thanks to People, we’ve been able to provide highly personalized customer service and thoroughly improve the customer experience.
Dayse Ponce Ferreira Lepore
Service and Technical Support Manager, Omnilink
See how other brands also benefited from Infobip’s customer service solutions:
Company Profile
Omnilink
Omnilink integrates a wide range of solutions, including security and risk prevention, fleet management, vehicle monitoring and telemetry, increasing efficiency, all while reducing the operational cost of customers.
The company is active in different industry segments ranging from carmakers, carriers, large retailers, fleet owners, insurance companies, self-employed professionals and even for personal use.
Spoon Radio: 80% reduction in subscriber sign-up churn with an optimized 2FA authentication solution from Infobip
80%
reduction in subscriber churn
Challenge
Create a fast and reliable subscriber authentication process that is globally effective
Spoon is a live-audio streaming service which has enjoyed substantial growth since launching in 2016. It enables anyone to create their own radio station and broadcast to over 1 million registered users in 20 countries around the world. With a subscriber-base consisting primarily of millennials and Gen-Zers, it is becoming a significant new communication platform.
A key part of Spoon’s business model is that subscribers can reward their favorite station with financial tokens called ‘Spoons’. This makes it even more important for the subscriber sign-up process to include secure authentication to protect the integrity of the entire Spoon ecosystem.
Spoon’s problem was that their existing 2FA authentication process was slow, unreliable, and disjointed – leading to a high drop-off rate when people were trying to sign up. This had a direct impact on the user experience and hindered Spoon’s subscriber growth – especially as there was a limit of 100K SMS messages a month imposed by the previous supplier.
Spoon needed a streamlined, reliable, and cost-effective authentication process that could support its growth in all regions, provide the highest levels of security, and ensure a positive user experience. Crucially, with subscribers spread across over twenty different countries, the process had to be effective and consistent across all territories.
Solution
An SMS authentication solution with increased reliability and delivery success rates
The most efficient way of authenticating large numbers of new subscribers is with an automated process that sends an OTP by SMS as part of a 2FA verification process. However, it is only effective if the SMS arrives quickly and the process of inputting and authenticating the OTP is both seamless and reliable.
For a fast-growing business like Spoon, the solution had to be easily scalable, with no bottlenecks or hard limits on the number of SMS messages sent. Infobip was ideally placed to help – due to our enterprise CPaaS expertise and our ability to integrate authentication seamlessly into Spoon’s sign-up process.
Where the previous registration method was a four-stage process that required the user to navigate to a separate website for the authentication step, Infobip’s 2FA solution could be completed via our SMS API so the user remained on Spoon’s sign-up page, providing a superior and brand-consistent user experience.
Before switching their authentication service, Spoon wanted to be confident that the Infobip solution met the key requirements of speed and reliability. They were able to confirm this in advance through multiple tests.
Due to the global nature of Spoon’s business, a key part of the project would be Infobip’s ability to provide help and support 24/7 during all phases of the project. This was made possible with the expertise of professional services staff from Infobip’s Korean office, supported by regional specialists from some of our 60+ global offices.
Results
80% reduction in subscriber churn with an optimized sign-up process
With a benchmark of 500 milliseconds for the transmission speed of the OTP by SMS, Infobip’s 2FA solution was able to improve on this in all twenty countries where Spoon provides a service. Despite each country having unique communication environments, Infobip’s unmatched global infrastructure and local expertise ensured that authentication messages were delivered close to real-time in all regions.
Results were immediate and impressive with an 80% reduction in subscribers dropping out of the sign-up process.
Costs were also below expected levels, especially in the key markets of South Korea and Japan, with Infobip’s SMS solution costing up to 70% less than the previous vendor in some regions.
Infobip’s certification in personal data protection means that Spoon remains compliant in all the countries it operates in, meeting demanding information protection standards like GDPR in Europe, and ensuring that future expansion of the subscriber base can take place with no issues.
Infobip’s 2FA SMS solution is highly reliable and cost efficient. Technical support was provided throughout the entire deployment process, making it easy to complete the desired service configuration. Through Infobip’s SMS authentication solution, Spoon has been able to provide fast and reliable two-factor authentication service by text message in over 20 countries. Infobip delivers authentication messages without delay in all regions, and because the authentication process is simple and optimized, the rate of users dropping out of the sign-up process during the authentication stage has been reduced to about 1/5.
Nigel Kim
Spoon Radio Product Manager
How other brands benefit from Infobip’s authentication solutions
Company Profile
Spoon
Spoon is an audio-centric live streaming service. The company started in 2016 and has grown rapidly, with 1 million users communicating through voice every month in 20 countries around the world. Spoon Radio is becoming a medium that contains the stories of various people and connects each other. Any user can start broadcasting, and listeners can participate in the broadcast in real-time to create content together, serving as a social media platform.
Ooredoo Algeria: Double-digit increase in A2P SMS traffic and revenue with Infobip SMS Firewall solution
10-15%
increase in A2P traffic
30-35%
increase in A2P SMS revenue
Challenge
Need to reinvigorate stagnating A2P business
Ooredoo in Algeria is a country leader in 4G data network that offers mobile connectivity services, with a major focus on providing a secure messaging ecosystem for almost 13 million subscribers.
Ooredoo Algeria has recorded exponential growth in revenues from application-to-person messaging (A2P) for several years, but the rising cases of fraud directly impacted monitoring and monetization of traffic. In addition, they faced challenges such as lack of communication infrastructure, loss of messages, and the notorious gap between transmission and reception.
The responsibility for A2P operations was shared across different departments, which limited engagement and business growth. It was essential to develop a fast, efficient and responsive communication solution that would benefit their existing and potential customer base.
Ooredoo Algeria needed an effective solution partner that would help them overcome the decline in A2P traffic, fight against fraud, and provide dedicated service to facilitate their day-to-day operations smoothly and securely.
Solution
Optimized and secure A2P SMS traffic with Infobip’s SMS Firewall solution
Ooredoo Algeria chose Infobip due to our market-leading connectivity, reliable solutions, and compatibility with different mobile networks. Our Anam Protect SMS Firewall solution seamlessly integrated into Ooredoo Algeria’s telecom infrastructure and deployed advanced detection and filtering modules to monitor the traffic.
The Anam Protect SMS Firewall also helped secure their network and protect their subscribers from fraudsters by eliminating grey routes. Additionally, it helped in monetizing the A2P traffic passing through their network, resulting in increased revenues.
Using our Anam Protect SMS Firewall, Ooredoo Algeria can now segment SMS traffic in real time, enabling them to apply the correct pricing for each type of traffic. Now, the solution is monitoring all messaging sources and blocking fraudulent and grey route traffic in real time with the help of Infobip’s in-built machine learning technology. This positively impacted revenue maximization for their international A2P business.
By monitoring and securing their network with Infobip’s Anam Protect SMS Firewall, Ooredoo Algeria were able to secure their messaging ecosystem for their subscribers.
To help with the implementation of the firewall solution, Infobip’s telco experts ensured it was up and running quickly on Ooredoo Algeria’s IT infrastructure. The flexibility and agility of our Managed Services team made sure Ooredoo Algeria got the adequate visibility and insight into all inbound A2P traffic.
Result
Double-digit increase in revenue and traffic
Ooredoo Algeria saw up to a 15% increase in traffic since implementing Infobip’s Anam Protect SMS Firewall. It has also seen its market share increase significantly, with a revenue increase of 35%.
Integration of our machine learning capabilities resulted in efficient and accurate traffic filtering, reducing the number of false positives with each system iteration. The combination of our solutions powerful technical features and expertise in A2P messaging helped reverse the stagnation in revenues and protect their subscribers.
In case of any technical challenges or requests, our telco experts were always on hand to troubleshoot in real time.
As an experienced global player in SMS firewalls and a Managed Services provider for telcos, Infobip continues to work as a trusted partner in developing Ooredoo Algeria’s A2P business.
Infobip is a partner of choice for Ooredoo Algeria. Infobip’s Anam Protect SMS Firewall Solution helps us daily send our messages securely to the right people at the right time and thus produce the right impact that allows us to increase our revenues fundamentally. Increasing Ooredoo Algeria’s traffic in this area has been a real challenge to overcome, and Infobip has been able to help us find a solution to this problem. Infobip’s support has allowed us to reach our full broadcast capacity more than ever before and to ensure that all our communications reach our customers in a timely and relevant manner – we very much appreciate the collaborative nature of work shown by the Infobip team working with us and our IT organization and vendors.
Sergey Plykin
Chief Strategy & Wholesale Officer, Ooredoo Algeria
Check out how we’ve helped monitor and monetize A2P traffic
Company Profile
Ooredoo Algeria
Algeria’s leading multimedia mobile operator, Nedjma, which became Ooredoo on November 21, 2013, is the Algerian subsidiary of the Ooredoo Group. Nedjma was launched commercially in August 2004. They have been in the Algerian market since December 2003, when they obtained their license to provide mobile phone services. They offer individual and corporate customers a range of innovative offers and services in compliance with international standards. Ooredoo serves almost 13 million Algerians.
Yespo: 459% revenue growth using Viber via Infobip’s wholesale solution
17x
more Viber messages
459%
revenue growth
With Infobip solutions:
Challenge
Adding a scalable rich media messaging channel to existing channel portfolio
Yespo is a customer data platform that helps automate marketing for online businesses that want to leverage large volumes of data to communicate with customers over various messaging channels.
In an aim to enhance their omnichannel capabilities, Yespo were on the lookout for a wholesale partner that could add Viber to their existing portfolio of channels.
Adding Viber was strategic to enhance the omnichannel features of their platform due to:
- Viber’s high penetration and adoption rates in Yespo’s target regions
- Rich media capabilities that make messaging campaigns on Viber engaging and personalized
- Viber’s compatibility with Yespo’s omnichannel flows
Yespo needed a wholesale communication partner that would ensure easy integration of Viber Business Messages to their platform and enable their clients to create flows for use cases such as cart abandonment, newsletters, and promotional offers via Yespo’s platform with ease. Thereby increasing the number of messages sent via the Yespo platform and revenue as well.
Solution
Easy integration and a wider range of Yespo use cases with Viber and Infobip
Yespo chose Infobip as a wholesale partner to enable personalized brand-to-consumer connections, enhance the customer journey and drive conversions in 190+ countries with Viber.
With Infobip, Yespo was able to provide their clients with a variety of Viber Business Messages implementation options, and Viber Business Messages API for flexibility.
The combination of Viber’s guaranteed deliverability, Infobip’s flexible APIs and Yespo’s personalization capabilities ensured businesses had one-to-one communication with each customer. This in return helped Yespo provide a more comprehensive omnichannel solution to their clients along with new use cases.
Now, marketers can segment customers and add dynamic content to messages based on their campaign interactions, website or app behavior, events and more to send personalized messages over Viber.
With Infobip, Yespo can offer various use cases over Viber:
- Promotional messages designed for marketing purposes so that businesses can push customized offers to existing customers, reduce cart abandonment, and boost revenue
- Transactional messages for businesses to ensure their customers are receiving and reading important notifications promptly
Results
459% increase in revenue for Yespo with Infobip and Viber Business Messages
The collaboration with Infobip helped Yespo take their omnichannel capabilities to the next level, which directly impacted the number of messages sent and revenue achieved.
Since implementing Viber via Infobip the number of messages sent via Yespo platform increased 17 times. In the last five years of using Infobip they saw a 245% year-on-year growth in supplier interactions, leading to a 459% increase in revenue.
In fact, some of Yespo’s clients noted that Viber became their number one channel for repeat purchases.
2.5x more orders for online marketplace Shafa
Brazil and Ukraine based eCommerce marketplace Shafa that hosted more than 300,000 sellers and 20,000,000 products used Viber via Yespo for omnichannel cascade campaigns, in case emails weren’t delivered.
They segmented customers with more than 20 purchases in the last 30 days and sent them a personalized promotional Viber business message containing a link and dynamic content. These messages resulted in 2.5x more orders at half the operational cost.
20% of total revenue generated via Viber
Superstore Auchan Ukraine used Yespo to engage with customers via Viber. Customers who abandoned their cart were sent a promotional Viber business message asking them to complete their purchase.
This resulted in 20% of total revenue coming from Viber users and of that, 70% was due to the cart abandonment trigger.
After the success of Viber Business Messages, Yespo is now exploring the use of Viber Bots via Infobip.
In Infobip we found a scalable wholesale partner that enabled us to provide our clients a more holistic omnichannel solution with the capabilities of rich media messaging over Viber Business Messages. This helped us increase the number of messages sent via our platform and helped our clients meet their business goals.
Alexey Danchenko
Co-Founder, Yespo Onmnichannel CDP
Find out how other brands use Viber with Infobip
Company Profile
Yespo
Founded in 2012, Yespo, formally known as eSputnik, is a B2C omnichannel customer data platform that aims to help businesses streamline their marketing efforts. They empower brands to manage cross-channel campaigns and deliver the best personalized communications to eCommerce and retail businesses across Europe. Their customer-centric vision inspires them to constantly develop new features and best practices based on their customers’ needs to ensure their marketing campaigns drive the best results.
Life Insurance Department at Covéa Group: 11% conversion rate with pioneering conversational marketing campaign via RCS powered by Infobip
11%
conversion rate
Challenge
Low conversion rates and need for an end-to-end conversational customer experience
Digital transformation is central to the Covéa Group, France’s largest insurance company, to provide the best possible customer experience across channels and platforms.
The Life Insurance Department at the Covéa Group wanted to stand out in the marketplace by enhancing their existing SMS and Email marketing campaigns. Their goal was to move away from transactional and product-based communications and adopt an advanced conversational approach to engage with customers.
The Life Insurance Department at the Covéa Group, for the brand MMA CAP, had previously run a campaign over SMS and Email for their life insurance products in 2020 and were looking to improve it further with a conversational marketing campaign over a single channel that would increase the conversion rate. The previous campaign saw customers receiving an email or SMS with a link to the landing page. Customers then had the option of interacting with a chatbot on the landing page. However, jumping between different channels led to low conversions rate and Life Insurance Department of Covéa Group wanted to enhance this conversational experience by delivering it over one single channel.
The focus was to:
- Move from transactional to conversational communication channels
- Make the messaging around their retirement products more attractive to existing and prospective customers
- Increase awareness and appointments for their retirement products
- Move from a multichannel approach with SMS, Email and landing page to omnichannel with the inclusion of RCS Business Messaging
Solution
An end-to-end conversational marketing campaign with omnichannel capabilities
To create a conversational marketing campaign across a variety of channels, Life Insurance Department of Covéa Group needed a communication platform that could:
- leverage their customer data to create personalized campaigns,
- integrate a lead generation chatbot,
- and automate messaging flows.
That’s where Infobip’s omnichannel cloud communication platform came in. Our channel expertise of RCS, Email and SMS powered by our customer engagement solution Moments, customer data platform People CDP and chatbot building platform Answers, gave Life Insurance Department at Covéa Group the perfect environment to experiment and build an effective campaign.
The conversational marketing journey
Life Insurance Department at Covéa Group found a simple solution with Infobip, empowering them to experiment with maximum agility in the construction of the campaign.
- Personalized messaging: Life Insurance Department had already segmented their customers based on age, income, and current packages. People CDP fed this segmented data into the platform and allowed them to create automated flows within Moments that delivered personalized messages.
- Omnichannel setup: Infobip helped Life Insurance Department of Covéa Group implement RCS Business Messaging, giving them a channel that had the same conversational interface of chat apps. RCS provided an unobtrusive conversational experience over Android devices. It allowed the target audience to engage with the message via an interactive quiz to educate them on the product, assess their needs and enable them to show interest and get contacted by an agent – all within the same channel.
Customers could choose answers that were displayed via a carousel and were sent through an appropriate flow dependent on the option they chose. For customers who reached the end of the quiz and were happy to be contacted by an agent, an email was triggered via Moments to an advisor, prompting an immediate call back.
The interactive quiz over RCS was setup via our customer engagement solution Moments that triggered the questions based on customer intent and replies.
For those who could not receive RCS messages or opted out, a seamless switch over to SMS was triggered via Moments along with an email notification..
- Conversational chatbot: The SMS and Email campaign directed customers to a landing page where they could show interest in subscribing to the insurance plan. A conversational chatbot guided them through the process thanks to Infobip’s Live Chat powered by Answers.
The Infobip advantage
CX consultancy and implementation services: Infobip’s local team understood Life Insurance Department’s business and customer’s needs to deliver a personalized and cost-effective solution. They had a dedicated consultant with local knowledge to guide them in a proactive manner and bring the campaign to life.
Intuitive and easy interface: Infobip’s communication platform empowered Life Insurance Department’s team to implement RCS with maximum agility. The portal made it easy for them to make real-time adjustments during the campaign with our intuitive drag-and-drop interface.
Results
11% conversion rate with a conversational marketing approach
The campaign targeted 15,000 customers, of which 20% were reached via RCS. The omnichannel setup ensured that undelivered RCS messages were sent via SMS, and for customers that didn’t have a mobile number an Email was sent. This ensured high deliverability of messages.
A similar campaign in 2020 over Email resulted in a 44.74% open rate and a conversion rate of only 0.05%. While Email worked well for transactional communications when it comes to lead generation, a conversational experience across the entire customer journey delivered better results.
With an objective of nurturing leads, Life Insurance Department at Covéa Group saw an increased conversion rate via RCS’s conversational experience – with 11% of customers asking for a call back and only one unsubscribe request.
11%
Conversion rate
The rich media capabilities of RCS allowed for the insertion of the brand logo that provided reassurance, trust, and increased brand awareness.
Creating an end-to-end campaign on a single channel allowed the Life Insurance Department to provide enhanced conversational experiences and reduced the chances of losing a customer midway through their journey.
Working with Infobip allowed us to be more innovative, experiment, and deliver results in a simple and effective way. Infobip is a pioneer in conversational marketing campaigns via RCS powered by their cloud communications platform. Accessible documentation, local support and CX consultancy ensured smooth onboarding and implementation.
Natacha Levy
Life Insurance Department Marketing Manager – Covéa Group
Company Profile
Life Insurance Department at Covéa Group
Covéa Group is one of Europe’s largest insurance providers specializing in motor, home, health and protection, savings and pensions, reinsurance, and life. Their activities in the savings and retirement market forms part of a rational diversification that respects the interests of their members and customers.
Vodafone Fiji: Increased revenue and monetized A2P SMS with Anam Protect SMS Firewall solution
29x
higher revenue
23x
higher in monetized SMS traffic
Challenge
A2P SMS revenue stagnation
As the leading telecom provider in Fiji and one of the largest telecom groups globally, Vodafone strives to be a digital-first company with continuous improvement to bring the next level of customer engagement and secure mobile innovation to more than 780,000 subscribers.
The MNO has an 85% market share with a 100% market penetration.
However, with the surge in demand for data and app usage across industries, Vodafone faced some technical and security issues with its SMS and A2P messaging service, causing several challenges, including:
- a significant loss in profit revenue due to unintentional blocking of legal traffic
- difficulty in differentiating between genuine vs. malicious traffic
- lack of technology to identify and block grey routes and prevent spamming content
- rise in customer complaints due to unintentional blocking of A2P messages, mostly related to One Time Passwords (OTPs)
To address these challenges, it was imperative for Vodafone to partner with a single A2P SMS security solutions provider that can manage and monetize all A2P SMS traffic and effectively detect grey routes and fraudulent traffic.
Solution
SMS firewall for A2P messaging monetization and traffic revenue generation
Vodafone was looking for an A2P SMS partner that could provide the needed solution to ensure the delivery of secure messages and help them bring more value to their end users.
The solution needed to be technically capable of:
- monetizing traffic
- eliminating grey routes
- detecting and filtering fraudulent traffic
- managing genuine traffic and risk mitigation
- delivering consistent A2P SMS revenue growth
Not only that but also flexible enough to adapt to complex telecommunications infrastructure.
Infobip’s SMS Firewall solution, Anam Protect ticked all the boxes. The firewall solution works to identify and block fraudulent traffic while protecting messages from legitimate businesses and organizations across partner networks at a time when fraudsters are ready to take advantage.
Due to its immediacy and reach, SMS is a crucial channel for business communication. Whether your customers are waiting for an OTP to verify their bank account or a pin code to verify their tax return information, businesses generally are going for SMS as a security verification tool.
In turn, MNOs generate more revenue from the increased business messaging traffic. With an SMS firewall solution, their subscribers are safe from any fraudulent activity.
By providing a firewall that filters messages, Anam Protect helps Vodafone protect subscribers against spam and fraud. Like a tolled road, there will always be those trying to find shortcuts or backways to the endpoint.
Anam Protect blocks this “grey route” traffic and filters it through the paid route, ensuring that all traffic is legitimate and clean while:
- generating additional revenues for the MNO
- achieving proper risk mitigation
- enhancing the overall user experience
Result
Monetized SMS monthly revenue by 29x and SMS traffic by 23x
With the Anam Protect firewall solution, Vodafone was able to achieve substantial results:
- Increased traffic revenue 29x higher than before using the solution
- Reduced SMS spamming and increased genuine A2P traffic
- Monetized monthly SMS traffic by 23x higher
- Significant reduction in Customer complaints
All leading to exceptional and effective A2P SMS monetization and enhanced user experience for Vodafone’s customers.
We have built a trusted partnership with Infobip. Through Anam Protect, we can now achieve new revenue streams that we didn’t have before. Vodafone can now securely provide a full-fledged SMS service without compromising loss. We look forward to expanding our collaboration with Infobip in the near future.
Vikash Prasad
CTO – Vodafone Fiji
Company Profile
Vodafone – Fiji
Vodafone is the leading telecom provider in Fiji, with an 85% market share. They provide several services in the Telco space for more than 860,000 subscribers. Apart from Fiji, they also have direct telco partners and operations in other Pacific Island markets.
Anand Rathi: 40% increase in CTR with WhatsApp Chatbot built by Infobip
40%
increase in CTR
10%
increase in account renewals
5%
decrease in contact center calls
Challenge
Engaging a new generation of customers
Anand Rathi, one of India’s leading financial services firms specializing in wealth management and investment banking, was looking to diversify its customer base and reach out to a younger age group. To do that, the firm needed to educate and inform customers about investing and wealth management – as well as engage them with promotional offers to encourage them to buy other products.
However, Anand Rathi’s younger customer base was looking for a convenient and interactive experience over chat apps. In addition to not having a chat app as a communication channel, Anand Rathi also faced challenges when it came to:
- Prompt access to research reports: Customers had to invest a minimum of 10 minutes to access research reports via phone or website
- Contact center workload: Their contact center was inundated with simple queries that could be resolved by a chatbot, thereby affecting agent productivity and workload
- Re-engaging dormant customers: They were unable to effectively re-engage customers who had registered but were not transacting
- Customer renewals: Sending notifications and offers in bulk resulted in customers missing important messages such as account-related updates and renewal dates
- Conversion optimization: They needed to re-evaluate their messaging channels owing to optimize conversions
Anand Rathi needed a communications technology partner that empowered them to make vital information accessible on their customers’ preferred channel while reducing operating and messaging costs.
Solution
Creating a conversational chatbot over WhatsApp to boost engagement
With WhatsApp being the most popular channel among new-age customers, Anand Rathi collaborated with Infobip to build, evaluate, and deploy a highly customized chatbot over WhatsApp Business Platform.
To help Anand Rathi provide a personalized experience across the customer journey and increase engagement, we powered WhatsApp Business Platform with our chatbot-building platform Answers to engage with and solve customer issues.
Infobip’s implementation experts onboarded and trained the team at Anand Rathi on the best chatbot practices. Along with our easy-to-use drag-and-drop web interface, Anand Rathi employees could easily create effective journeys. Now their customers can reach out to them over WhatsApp for simple queries and the chatbot answers in real-time, leading to fast resolution with automated support.
Anand Rathi’s customers could opt-in for the WhatsApp Chatbot via online and offline sources. Once opted-in, a quick reply button would be triggered via our customer engagement solution Moments to verify if the customer was new or existing, and get the interaction started. Depending on the response the chatbot would carry forward the two-way engagement.
In addition to accessing reports, the combination of Moments and Answers ensured customers who opted into the WhatsApp chatbot were sent timely reminders and interest-based product suggestions and videos. The chatbot allowed Anand Rathi’s customers to interact with them directly, from chat initiation to resolution. The chatbot initiated real time interactions for sending:
- Daily Intraday calls to trader customers
- Timely reminder for advanced brokerage incomes and insurance renewals
- Details and updates of new products through videos
- Bazaar Bulletin monthly reports
Customers would receive reports within the WhatsApp chat and were able to reach any other services within the same conversation by choosing from the service options. The nature of the solution also allowed Anand Rathi to convert the support interactions into upselling opportunities for other products.
Results
40% increase in click-through rate
Through the new WhatsApp chatbot, Anand Rathi consolidated the communication efforts and provided an interactive customer experience. The overall impact of our solution was a 40% increase in click-through rate– increasing from 20% to 60%.
The company also experienced:
Building a chatbot on WhatsApp using Infobip’s chatbot-building platform Answers has helped us introduce self-service options to customers. As a result, we’ve seen a reduction in the volume of queries coming to our customer care center and a 40% increase in click-through rates – rising from 20% to 60%. The onboarding assistance and servicing we received from Infobip have made sure that the integrations were easily made.
Navratan Bohra
Deputy Vice President of Operations & IT – Anand Rathi Share and Stock Brokers Ltd.
Company Profile
Anand Rathi
Established in 1994, Anand Rathi is one of India’s leading financial services firms offering Private Wealth, Investment Banking, Corporate Finance & Advisory, Brokerage & Distribution services in the areas of equities, commodities, mutual funds, structured products, insurance, corporate deposits, bonds & loans to institutions, corporations, high-net worth individuals, and families. The firm has a vast footprint across India and in select international locations such as Dubai, with a presence across 1200 locations through its branches, sub-brokers and remisiers, and representative offices/associate companies.
Segari: 90% reduction in response time with fast and contextualized support
90%
faster response rates
87%
positive feedback
Challenge
Slow response rates and decentralization of data leading to customer churn
Indonesia’s fastest-growing grocery social commerce startup Segari has been working towards streamlining the agricultural supply chain while empowering local communities by providing fresh produce to people in their neighborhoods.
While the pandemic resulted in an increase in online orders, it also came with some challenges.
In recent months, Segari witnessed a decrease in customer retention and an increase in churn due to the following challenges:
- Slow response rates for online customer support channels
- Inability to meet high numbers of customer support demands
- Decentralization of data
- Lack of metrics to measure agent performance
There was a clear need to adopt digital customer support to improve engagement, personalize the customer experience, reduce churn, build trust, and help convert every conversation into a new sale.
Solution
A holistic customer communications platform to improve customer and agent experience
Finding the right cloud communication platform provider that understood their pain points, business needs, and customer expectations was the key to tackling these challenges.
Segari partnered with Infobip to set up a single interface that unified their data and delivered an end-to-end customer engagement journey. The Infobip communication platform gave them access to:
- A customer data platform, People CDP that helped centralize their data and segment audiences to run personalized promotions and campaigns
- A customer engagement solution, Moments, to easily setup communication flows and automate the delivery of promotional messages at the right time and on the right channel
- A digital-first contact center solution, Conversations, that allowed customers to contact an agent effortlessly, empowered agents with a single view of the conversation history, and enabled Segari to track agent performance
- WhatsApp Business Platform to interact and send promotional messages to customers in real-time
Upon implementing Infobip’s communication platform, every time Segari gets a new app registration, our customer data platform People CDP automatically collects and updates the existing database, flagging new contacts. Then once the customer logs in to the app and starts a transaction, they will choose the product they wish to order and fill in their contact information including their name and an active number on WhatsApp.
They will then receive an order confirmation via WhatsApp. If the customer has further questions, they can be transferred to a live conversation with one of the 150 agents available through Conversations.
Customer conversations are then automatically routed to the correct department based on the customer’s sentiment. Once they’re directed and their order is processed, Moments is then automatically triggered to personalize communication and send automated messages for order information and future promotions.
Result
90% reduction in response time and increased agent efficiency
Since partnering with us, Segari was able to transform its customer service digitally. With real-time flexible support, customers can get the answers they need quickly.
In addition, customer support agents became more efficient as workloads were lowered with automated routing. And with enhanced trackability of various data, they were able to elevate their customer communication and deliver personalized experiences.
This unified omnichannel communication approach from Infobip’s single platform resulted in:
- 99.8% of support requests solved within 24hrs
- 72 in NPS compared with 25 – 30 before using our solutions
- Friction-free collection and unification of data
- increase in agent efficiency and contact center performance
Introducing this holistic communication solution changed the way Segari approaches its online customer service.
Going forward, they will continue to use Conversations and Moments to provide personalized experiences and resolve queries faster and more efficiently.
Infobip helped us improve the overall customer and agent experience using a digital communication approach. We used Conversations and Moments to enhance our customer support, reduce the response time and automate our customer engagement. They’ve empowered us to achieve additional growth in conversions and increase customer satisfaction. We have a very strong relationship and I see them as a true partner that we can always depend on.
Arsyad Amien
Head of Customer Experience
Company Profile
Segari
Segari is a fresh produce online distribution platform, specialized in selling fruit, vegetables, meat, and household groceries. Their mission is to present fresh produce with high quality for the Indonesian household. Currently , they are operating in the Jakarta greater area and expanding in other places.
LINE TAXI: Providing 100% identity protection to maximize user privacy
100%
identity protection
Challenge
Low data protection negatively impacts user trust
Ride-hailing services have cemented themselves as the go-to mobility platform of choice, enabling users to get from point-to-point quickly with no hassle.
To complete a journey with LINE TAXI, all a user needs is to open the LINE app to register their identification and e-wallet for the ride-hailing services, and book a ride. By using the official LINE chatbot, users can easily receive the designated driver’s contact and car numbers, and initiate voice calls without downloading additional apps. Being industry disruptors, LINE TAXI wanted to streamline this process by reducing the steps involved, while simultaneously boosting engagement between drivers and passengers for every trip.
The aims:
- Reignite trust: Delays due to traffic jams and road construction would often lead to diminishing trust between drivers and passengers. Riders felt let down that they weren’t informed of a delay to their journey.
- Increase data privacy: As LINE TAXI grew in popularity, another issue quickly appeared – data privacy. This became a huge concern for all as it was constantly on the minds of their riders.
Solution
Smart security functions that improve data protection
While undertaking market research, LINE TAXI discovered how their peers successfully integrated with Infobip on a global scale to deliver meaningful, safe user journeys at scale.
LINE Taxi sought to partner with Infobip and develop a customer experience (CX) strategy that improved overall user engagement. This included:
- Number Masking. Anonymous rider-to-driver calls. This approach involved replacing a user’s real number with a virtual one, ensuring their caller ID remains hidden and protected. This provides advanced data protection, better user privacy, and an improved rider-to-driver engagement
- Infobip SMS solutions for One-Time Pin (OTP) codes, providing an additional channel to directly communicate with users
After deploying Number Masking and SMS solutions, passengers could engage with drivers in real-time without revealing any personal data. Additionally, all users – including drivers – can provide their feedback in surveys aimed at improving customer experience and boosting customer loyalty. This helps achieve LINE TAXI’s main goal of using technology to innovate the ride hailing industry and provide users with the safest, most secure, and exceptionally comfortable ride-hailing journey.
Improved data privacy
With Number Masking all communication is encrypted to protect the privacy of drivers and passengers. This includes calls and SMS, ensuring all user details are masked. No user is at the risk of their details being obtained and exposed to fraud, nuisance, or inappropriate communication.
Providing advanced integration
To ensure the LINE TAXI user experience is seamless and secured, the API had been updated to ensure VOICE communications are seamless and error-free. This ensures there is no misuse of any user data.
Result
Complete user data protection, improved communication, and growing brand awareness
The deployment of Number Masking ensured LINE TAXI gives both passengers and drivers peace of mind by keeping their data protected.
Users can feel safe even when giving feedback across any channels, thanks to increased data protection. This raises the level of trust for the public and drivers. They are now more confident about using the app and motivated to share and promote the service.
With this growing confidence among its users and the easy-to-use experience and data safety features, LINE TAXI continues to experience growth surges in user adoption. The service is even used for other functions beyond ride-hailing, such as Xiang Xiang Delivery (享饗送) and Anshing quick dispatch (安心快送) during the pandemic.
Number Masking and SMS automation help both passengers and drivers feel safer, knowing that their privacy is protected whenever they use LINE TAXI.
Infobip’s Number Masking feature significantly fulfilled our needs to deliver personal privacy to all our users. Also, its quick and professional response helped us address many issues, be it technical or with problems that users encountered. Infobip worked closely with LINE TAXI for 4 years and we’re delighted to grow with them until today, expand on what we have right now, and pursue even more collaborations in the future!
Ming Ma
Senior Product Manager
Company Profile
LINE TAXI
LINE TAXI hopes to use technology to improve the transportation process, using the latest chatbot technology and without the need to download a specific app, and provide a taxi service through LINE. LINE TAXI aims to connect online and offline lifestyles, providing users with smart and convenient lifestyle approaches. This includes providing comfortable cars, with efficient high-quality car dispatch so that every journey gets off to a great start.
KINZ: Secure and innovative data validation with a single omnichannel communication platform
50%
reduction in operational cost
30%
conversion rate
20%
increase in agent efficiency
Challenge:
Manual and disjointed data validation and client authentication processes
Jordan’s leading subscription-based CRM platform for businesses, KINZ, is known for the most updated and accurate corporate data in the region. Leading businesses in the region trust KINZ in offering an unparalleled volume of error-free corporate data in a compliant way.
However, to achieve this goal, it was imperative for KINZ to undergo multi-stage accuracy and verification processes by their staff. This led to their staff having to manually divide contacts amongst each other, cold calling, updating contacts details on a spreadsheet and uploading it on to the CRM.
This resulted in:
- A disjointed effort in unifying data
- Staff being overburdened with the workload and thereby affecting productivity
- Increased costs due to manual processes
- Over reliance on phone calls
In addition to data collection, KINZ also needed to ensure that the information on their platform is secure and only being accessed by their business clients. Making client verification at the login stage a high priority.
KINZ needed a single communication platform that would help them automate their processes in an omnichannel way, collect, and unify data without any manual hindrances, and verify existing clients while still providing the best customer experience.
Solution:
One omnichannel communication platform and automated customer journeys
With a complex challenge, the need for utmost security and compliance, and being able to handle two customer journeys – one for data collection, and the other to verify existing customers – a simple, over the shelf, plug and play option wasn’t enough for KINZ.
They needed a communication platform partner that could understand their challenges and customize the solution according to their business needs. Enter Infobip and our team of local CX consultants – to provide a single platforms solution that could orchestrate, authenticate, and engage with both KINZ’s customer types over their preferred channels along with collecting and unifying data.
On implementing Infobip’s communication platform, every time KINZ gets new business data, our customer data platform People CDP automatically collects and updates the existing database, flagging contacts that are new or need to be updated.
This automatically triggers our customer engagement solution Moments to initiate a phone call, where an automated IVR using our Voice solution asks a series of validation questions. They have also set WhatsApp Business Platform as an alternative channel, automated by Moments for a conversational experience. This was set up by our CX consultants to provide the best customer experience.
When needed, agents take over the chat with Conversations, our cloud contact center solution. This automation-human hybrid approach empowered agents to deal with more complex queries along with giving them a 360-degree view of the contacts profile and conversation history.
The most important element being that all these solutions worked synchronously in tandem with each other along with collecting, updating, and unifying all the data in real-time with People CDP. The platforms drag and drop web interface made it easy for KINZ’s team to orchestrate, set triggers and change the customer journey in real-time.
While the combination of the above solutions took care of the data validation customer journey – Infobip’s communication platform also catered to authenticating their existing clients via two-factor authentication (2FA) over SMS.
Secure and compliant data is the paramount of KINZ’s success. To help them ensure this, we deployed 2FA every time a client logged into their CRM platform. Due to our SMS promise of high deliverability and low latency, each time a client logged in they were sent an OTP via SMS. Thereby, ensuring real-time security without hampering customer experience.
Results:
50% reduction in operational costs and 30% conversion rate with an omnichannel approach
This unified omnichannel communication approach from Infobip’s single platform resulted in:
- Friction-free collection and unification of data
- Automatic real-time data updates
- Seamless validation process with IVR via Voice and WhatsApp Business as a failover
- 30% reduction in cost per record update
- 50% reduction in operational costs
- 20% increase in efficiency of call center agent performance
All leading to an exceptional data validation and verification process. This resulted in a conversion rate of 30%.
In addition, the 2FA though SMS during signup resulted in a secure customer experience and data protection.
Infobip understood and shared our values on accuracy, efficiency, and protection. Their single communication platform helped us optimize and unify our data validation processes along with securing our platform with their authentication solution. The combination of their CPaaS and SaaS capabilities with Moments, Conversations, Voice, WhatsApp, and SMS helped take our digital transformation to the next level and build strong and trusted relationships with our key stakeholders.
Khaled M Khalifeh
CEO & Tech Thought Leader, KINZ
Company profile:
KINZ
Established in 2009, KINZ is Jordan’s first CRM portal that builds distinctive databases to serve various sectors. A premiere resource of Jordanian intelligence, KINZ provides its clients with comprehensive and detailed business information. With a clear focus on data integrity and accuracy, all records are constantly checked, updated, and verified by qualified staff.