Challenge

The African Betting and Gaming marketplace is growing at an unprecedented rate due to constantly improving connectivity on the continent.

With the prime objective to increase its footprint on the continent, GOAT Interactive is committed to the digital enhancement of companies in the African online gaming and betting space. They knew how important it is to effectively communicate the right messages at the right time.

It’s crucial for them to keep customers informed about upcoming sports events and resulting betting opportunities. Due to the limited penetration of smartphones on the continent, SMS is the most optimal channel for customer communication.

However, a few factors stood in the way of the businesses’ plans for growth:

The group worked with various solutions providers, including telecommunications companies, but their geographical coverage remained limited. It was necessary to deliver rapid, efficient, and reactive communication to benefit their existing client base.

GOAT Interactive needed the highest quality of service, a high delivery rate, and a unique partner to ease day-to-day operations for practical reasons.

Solution

GOAT Interactive identified Infobip SMS as an ideal communication solution to engage customers and inform them about gaming and betting space developments. They had very particular criteria in their search for a suitable SMS solution provider. The service needed to be reliable and compatible with different mobile networks.

GOAT Interactive started exploring the possibility of signing up for our 2-way SMS messaging and switching providers for SMS OTP solutions in 2019. The 2-way messaging service would cover more than ten countries in Africa, allowing customers to subscribe, verify balances and reset PINs.

Thanks to our established and extensive global mobile network, GOAT Interactive is able to reach their potential and existing customer base through a holistic customer journey.

We extended our marketing activities with GOAT Interactive throughout the collaboration in 2020. Having become the partner of choice, we were thoroughly acquainted with the company’s aspiration to increase its market share in Africa.

Result

Goat Interactive is using Infobip’s A2P SMS to notify customers about upcoming game events while allowing them to place bets on their favourite teams. Using SMS for two-factor authentication also prevents fraud, and protects customers’ personal information when setting up their accounts.

The implementation of our solution was a major success for the business. Between 2020 and the first quarter of 2021, Goat Interactive sent 47.3 million messages with a delivery rate of 87%.

Since implementing these solutions, GOAT Interactive started seeing gains in its market share. Through Infobip’s responsive support, their customers’ requests were answered immediately, and technical challenges were significantly reduced.

After being equipped to reach its target market, GOAT Interactive will start focusing on expanding its business and improving their customer engagement and automation rate further.

Challenge:

Kibon brought Unilever’s trademarked heart-shaped logo to every high street in Brazil, bringing joy with some of the nation’s favorite ice creams like Magnum. 

Helping them do this are their network of business partners including bakeries, bars, and cafeterias across the country. From having the heart-branded refrigerators to selling the ice-creams these business partners have been key to reaching Kibon’s customers.

However, with these business partners switching to digital forms of communication, Kibon had to find new ways to streamline their B2B communications to make the customer journey easy – from purchase to maintenance.

The challenge was to find the right technology partner and communication channel to help them:

Solution:

With WhatsApp being the most popular channel among their business partners, Kibon partnered with Infobip in implementing the chat app to improve and speed up their customer service.

To give the brand a persona over WhatsApp, Kibon introduced Kiki – their virtual assistant that helped resolve their business partners’ queries in real-time.

To help Kiki provide a personalized experience across the customer journey and increase sales, we powered WhatsApp Business Platform with:

The simplicity and intuitiveness of Moments enabled Kibon to build automated workflows to cover the entire business partner journey. Moments, natively in-built customer data platform ensured the messages were personalized and segmented based on behavior and demographics right from product purchase or service request, updates, payments to offers.

This helped improve campaign efficiency and improve time to value. Along with that the collection of interaction data helped inform future marketing campaigns and customer service representatives.

While Moments helped in engaging business partners, Conversations improved customer service. If Kiki couldn’t answer a question, Conversations ensured seamless transfer to a live agent who was able to assist the partner. The cloud contact center solution also made sure the agent had a single view of the partners conversation history to provide contextual support.

This partnership between Kibon and Infobip was further elevated by our platform’s reports that helped evaluate the processes and make changes to the messaging workflow. And our Professional Services team worked with Kibon from design to implementation of WhatsApp Business Platform throughout the customer journey.

Result:

The implementation of WhatsApp Business Platform powered by Moments and Conversations helped Kibon accelerate their digital transformation journey along with streamlining their business partner communications.

Being available on their business partners favorite channels saw a reduction in the average ticket opening time – to 3 minutes, which resulted in an increase of using WhatsApp Business Platform from 6% to 11%.

To run marketing campaigns, Kibon integrated Moments to their Instagram account to increase WhatsApp opt-ins. The goal of the campaign was to reengage customers and activate sales for Magnum ice creams.

To raise awareness Kibon posted videos over Instagram sharing the secret behind creating Magnum. This was further amplified by Moments, that allowed Kibon to segment and target customers who hadn’t made a purchase in 30 days. These business partners were invited to watch the video with a personalized message on WhatsApp.

This personalized approach saw:

This resulted in a 10% conversion rate and an ROI of over 300x for the three-day campaign. And the best part was, Kibon achieved these targets without the need of offering discounts.

On the back of this campaign our Professional Services team are working closely with Kibon to create more innovative campaigns.

Challenge:

Salmoiraghi & Viganò is a global leader in luxury eyewear and contact lens distribution and a part of the Luxottica group. They provide a range of optical services, contact lenses and carry high-end eyewear brands, from Gucci to Ray-Ban, online and in over 400 stores across Italy.

When the 2020 pandemic hit, store closures and isolation measures impacted Salmoiraghi & Viganò’s ability to provide in-person care and service to their distanced customers. It was the catalyst that had them rethinking how to provide the best possible customer service in a new digital world.

Up until then, their customer service solutions included an outsourced call center and email. As a result, Salmoiraghi & Viganò experienced many challenges, that escalated during the pandemic, including:

These challenges hampered Salmoiraghi & Viganò from improving or personalizing their customer service. They knew that digital transformation was necessary in order to tackle these challenges and meet their goal of providing exceptional customer care. Finding a cloud communication platform provider that understood their business requirements and customer needs was the key to jump start this transformation.

Solution:

Salmoiraghi & Viganò chose WhatsApp as the starting point for their digital transformation, as it is one of the most popular channels in Italy. They were then on the hunt for a CPaaS provider that could meet their business needs and help them go-to-market quickly over the channel. As a Meta Business Partner and with the capabilities to meet their expectations, we were their obvious choice.  

Our local customer experience (CX) team understood the need and decided to build an intuitive customer support solution that could easily be integrated into Salmoiraghi & Viganò’s existing systems and help them scale quickly. This was possible with the combination of 3 solutions:

Our local implementation experts and professional services team onboarded and trained Salmoiraghi & Viganò employees on the best contact center practices. In order to offer fast response rates and better overall support, our team helped them build an intuitive chatbot with Answers.

Customers can reach out to the retailer over WhatsApp for simple queries and the chatbot answers in real-time, leading to fast resolution with automated support.

Services available in-store or online are also available through the chatbot. The customer is cared for throughout their entire journey from onboarding to post-sale.

The chatbot conducts a series of pre-qualification questions to determine which requests need to be transferred to a live agent. Inquiries like order management, appointment bookings or other specific requests are taken care of by the right live agent, as determined by the chatbot.

The integration of Answers and Conversations into their existing systems, gave Salmoiraghi & Viganò a unified view of customer data and conversation history. This means when a customer is transferred from the chatbot, the agent can provide contextual and personalized support. Agents have improved their productivity and satisfy customer needs by avoiding repetition.

Providing customer support over WhatsApp allowed Salmoiraghi & Viganò to introduce new services to their customers at a distance. Customers can verify the state of wear and tear of their eyewear by simply sending a photo over WhatsApp which is subsequently evaluated by their laboratory.

What’s more, the flexibility of the solution gave way for Salmoiraghi & Viganò to work with our CX experts to convert the support solution for upselling products. During the launch of limited-edition eyewear, made in collaboration with the influencer Chiara Ferragni, when a customer contacted the chatbot for pre or post sale support, Salmoiraghi & Viganò could offer them pre-sale reservations for the eyewear.

Our user-friendly platform and CX support team ensured that:

result:

Since working with us to integrate Conversations and Answers, the eyewear gurus were able to digitally transform their customer service. Customers could get the answers they needed faster than before with real-time flexible support, at scale. Workloads were lowered and agents became drastically more efficient.

Approximately 50% of customer queries occurred over WhatsApp. The chatbot’s pre-qualification questions allowed agents to focus on more complex problems and helped resolve queries faster than before. A total of 30-40% of all WhatsApp queries were transferred to agents, meaning the chatbot could resolve most issues.

Customer satisfaction skyrocketed and overall engagement improved with:

The new use cases introduced over WhatsApp also saw great success. The limited-edition eyewear sold out in just minutes after launching thanks to the pre-sale reservation feature available through the chatbot.

Introducing this solution changed the way Salmoiraghi & Viganò approach their customer service and continues to change how they interact with their customers. Going forward, they continue to use the WhatsApp chatbot powered by Answers and Conversations to resolve queries fast and efficiently while they discover new ways to offer exceptional services to customers.

Challenge:

LankaBangla is Bangladesh’s leading integrated financial services institution and one of the major credit card providers in the country.

To build customer relationships and maintain trust around their credit card portfolio, it was imperative for LankaBangla to proactively communicate promotions, reminders, transaction updates and notifications.

However, using their own server for sending out bulk SMS’ and Emails to their customer base posed certain challenges:

This also resulted in LankaBangla being unable to analyze their consumer behavior in real time to tailor their products and services accordingly.

They needed a dynamic communication solution that would help them send data-driven messages at scale.

Solution:

Due to local regulations and low penetration of internet, LankaBangla was looking for a communication technology partner that could help them send out personalized marketing and transactional SMS and Emails.

Infobip’s CPaaS capabilities empowered LankaBangla to channel the power of SMS and Email via a single communication platform with engagement metrics throughout the customer journey.

Our local team worked closely with LankaBangla to connect our CPaaS solution to their existing database to provide unified customer insights. This way they could personalized the messaging on both the channels at scale along with sending the right message at the right time through our platform.

They now get in-depth customer engagement metrics including open and delivery rates. Their campaign managers can easily create campaigns with our drag and drop interface, monitor customers interaction on every channel, and analyze the data to modify their strategies – leading to maximum conversions.

In addition, our local team provided real-time support, advised on best practice use cases and help fix any technical issues in under an hour’s time – ensuring fast, secure, and personalized experiences to LankaBangla and their customers.

Result:

LankaBangla are now able to leverage end-to-end customer data by gaining real-time insights into consumer behavior, product usage, and channel preferences. They now deliver consistent and personalized experiences to their customers across SMS and Email with a data-driven strategy.

This has resulted in a massive increase in delivery rates, ranging between 90% to 92%.

Our CPaaS capabilities empowered them to achieve higher engagement and increased conversions across the customer journey.

Challenge

CIAK Auto, the automotive spare parts distributor, wanted to provide the best customer experience supported by modern technology.

Most of their customers are auto mechanics in search of replacement parts. When customers are looking for a specific part, they’ll call or reach out through email for more assistance.

But sometimes customers don’t know which specific part they need. Since explaining this sort of thing over the phone is time-consuming for everyone involved, CIAK Auto decided the best thing would be to simply send a picture.

Another issue with providing help over the phone was waiting time. And CIAK Auto’s mechanic customers couldn’t work and wait on the phone. CIAK Auto wanted a channel that would help customers get more work done while waiting for a response.

This meant finding a solution that would reduce calls and waiting times, improve response times, and facilitate sending pictures on their customers’ preferred channels. They wanted to meet their customer wherever they are – on their web page, their favorite chat app, or Google search.

Solution

CIAK Auto started their digital transformation with the Conversations – cloud contact center solution.

Implementation and onboarding were completed within weeks, giving CIAK Auto fast access to WhatsApp, Viber, Live Chat, Google’s Business Messages, and Apple Messages for Business.

Most of CIAK Auto’s customer enquiries are pictures of damaged cars and parts, with requests for quotes. Furthermore, they are handling loyalty program questions and general questions about the business.

CIAK Auto has a Live Chat widget available on their website 24/7, while their contact page includes WhatsApp and Viber QR codes to engage with a human agent.

Customers can also choose to engage with a chatbot over Apple Messages for Business, built with Infobip’s Answers chatbot building platform. The chatbot gives customers topics to choose from in a category tree, and also offers agent takeover in case more detailed assistance is required.

Google’s Business Messages provides different options, with 77% of queries coming over chat, 19% over a phone number and 4% over maps – with a Google Ads entry point in the works.

CIAK Auto’s customer service agents handle all communication channels – from calls to digital channels. However, not every query is customer service-related – with marketing enquiries, such as giveaways-related, comprising a share of the inbound traffic. But thanks to Infobip’s Conversations capabilities, the team was able to set up a rule to automatically route all marketing enquiries to the CIAK Auto’s marketing team.

In addition to providing customer service, CIAK Auto extend their promotional outreach with an email newsletter and Viber campaigns with SMS failover. CIAK Auto sends out special offers to their customers once a month over Viber. Most often, customers will respond to these offers directly in Viber, with agent takeover. Customer service agents also handle loyalty program enquiries to help boost sales.

Result

Using Conversations helped CIAK Auto significantly improve customer experience. They were able to reduce waiting times over the phone, and provide faster, more detailed information to customers – who could work while they waited.

Media rich messaging capability proved that a picture really is worth a thousand words, with customer service agents able to provide accurate assistance far faster than ever before.

Over a six-month period, CIAK Auto improved all contact center metrics – even reducing average response times by 79% when using WhatsApp.

In addition, Google’s Business Messages were well adopted by customers and a part of the 90% traffic growth observed over Conversations for a six-month period.

CIAK Auto also saw incredible successes with their first Viber campaigns with SMS failover. Not only were open rates off the charts, but so were the response rates, conversions, and continued interactions. Agents would take over, finalize sales, and then continue communication with the customer over the same chat thread months in advance.

Email newsletter campaigns also saw high open rates with a 33% click-to-open rate.

Challenge

Bajaj Auto is one of the world’s largest two-wheeler and three-wheeler manufacturers. The company primarily relied on SMS for all its communication with customers including promotional messaging. They realized, however, that SMS was only able to keep customers engaged until a certain point – as the number of customers scaled, the number of conversions via SMS started tapering drastically. This led Bajaj Auto to seek out a communication channel that would let them meaningfully engage with customers instead of sending out transactional, one-way communication.

This was even more important with the launch of their much-anticipated motorcycle, Pulsar 250, coming up. To create buzz around the launch, Bajaj Auto wanted to adopt a new, interactive way of communication that would draw customers into a conversation and increase conversions.

The existing communication process over SMS required customers to click on a link provided in the text message which would redirect them to a landing page. Once they opened the landing page, they had to fill out a form with multiple fields to download the information they needed about Bajaj Auto’s products. Of course, having to go through these numerous steps meant that customers often dropped off before filling out the form. Bajaj Auto wanted to avoid using this long-drawn process for the launch of Pulsar 250. They wanted the ability to engage with customers through a single chat which would let them get the information they wanted right away without having to jump through hoops.

Another challenge the company faced was the deliverability of one-time PINs (OTP). Customers who wanted to subscribe to updates from Bajaj Auto were sent an OTP after they filled out the subscription form. OTP deliverability rates were very low and the company’s support team struggled with constant customer complaints on this front.

Solution

Given these challenges, Bajaj Auto implemented WhatsApp and RCS as their new communication channels to boost engagement levels. Together, we set out to build an informative and intuitive experience that would deliver the right information to customers at the right time in a friendly and conversational way.

To test WhatsApp, the company decided to run a 3-month pilot campaign targeting its three-wheeler customer segment. Bajaj Auto was up and running with our WhatsApp Business solution quickly and a simple communication flow was built for the company’s WhatsApp chatbot.

With the increase in engagement rates during the pilot campaign, Bajaj Auto decided to initiate a WhatsApp campaign to promote the Pulsar 250 launch. The campaign hinted at the launch of a much-awaited motorcycle without revealing its name and asked customers to sign up on WhatsApp for more updates. Thousands of registrations poured in from customers. From the pre-launch campaign to today, Bajaj Auto has sent thousands of WhatsApp messages to promote Pulsar 250. These messages resulted in customers signing up for test drives and downloading product brochures.

The company continues to use WhatsApp to promote Pulsar 250 with its “Missed Call” campaign where customers give them a missed call to get more information about the product instead of filling out a form on their website. Customers then receive an automated message stating that an executive would be in touch with them soon and that they could message Bajaj Auto on WhatsApp to get the information they need.

The success of its WhatsApp campaigns led to Bajaj Auto’s decision to implement other communication channels with Infobip, such as RCS, as an alternative to SMS. Bajaj Auto wanted to approach RCS as a middle path between SMS and WhatsApp. We helped the company build the APIs needed to send out RCS messages, enabling its customers to chat with them in one place without being re-directed to a landing page. Customers can also select replies using the suggestion buttons feature so they don’t need to type out a message. An ensuing communication flow is triggered based on the customer’s response. In addition, RCS adds dynamism to Bajaj Auto’s communication with images, carousels, and the ability to start a conversation in real-time.

Since the company decided to keep SMS as a communication channel, they also implemented our OTP solution to address its deliverability issues.

Result

Bajaj Auto saw impressive results from its new WhatsApp channel. Customers were spending close to 3.5 minutes engaging with its chatbot and downloading brochures – compared to the 90 seconds they used to spend on their website.

It was an easy decision to expand the use of WhatsApp to the Pulsar 250 launch which resulted in a 2x increase in conversions. In fact, some campaigns over WhatsApp saw a rise in conversion rate as high as 3x with people eagerly signing up for test rides and asking to be put in touch with Bajaj Auto’s dealers.

Bajaj Auto has been equally impressed with the engagement seen through RCS. The visual and dynamic nature of RCS led to a surge in click-through rates – from 1% with text messages to 8% with RCS.

Additionally, with Infobip’s OTP solution, deliverability has increased and, as a result, customer complaints have decreased.

Today, Bajaj Auto has automated funnel management to a large extent thanks to the ability to collect customer preferences over WhatsApp and RCS and send them directly to its dealers instead of having call center agents reach out to each lead.

Happy with the success of their Pulsar 250 campaign, Bajaj Auto plans to widen the use of our WhatsApp and RCS solutions to promote other leading products including the KTM motorcycle.

Challenge

Petpetgo, a top-charting pet supplies eCommerce company in Taiwan that now competes with several notable brands, wanted to explore new revenue generation strategies. The company noticed that there is a growing trend among merchants who have been advertising on Facebook – and that dynamic ads are now only bringing in limited exposure.

Unsurprisingly, as the use of Facebook ads increased, so did the purchase price of this marketing content. This negatively impacted the return on advertising spend (ROAS). Additionally, Petpetgo had been mass emailing customers without a proper content strategy and user engagement tracking capabilities, resulting in low open rates.

Petpetgo knew that growing its revenue and reducing costs meant deploying a solution that would help them understand their customers better so they could set up targeted personalized campaigns. The company also wanted to gain real-time insights that could help them optimize campaigns and messaging when consumer behavior and trends shift.

Solution

To help improve its Customer Relationship Management (CRM), Petpetgo decided to use:

The company uses the insights they receive through Moments to:

People CDP, on the other hand, enables Petpetgo to manage its customer and inventory database with two tracking attributes:

Subsequently, once an event is triggered, Petpetgo uses Moments to send three types of personalized messages to specific customers:

With our easy-to-use solutions and informative manuals, Petpetgo can segment each customer based on specific attributes such as purchasing behavior and customer journey stage. This enables the company to send personalized marketing content depending on the customer’s loyalty status and interests.

For example, a new pet owner who bought an item for the first time, such as a bag of dog food, would receive messages from Petpetgo on the channel they prefer, such as email or SMS. These messages would include relevant and informative content such as:

Result

Since using Moments and People to implement personalized messaging, Petpetgo’s customer lifetime value, rate of repeat purchase, and interaction rate have increased, while purchase frequency has nearly doubled its original volume.

Our solutions also helped the company reduce its reliance on Facebook advertising. Petpetgo used to invest 50% to 60% of its annual revenue in advertisements. However, using Moments and People to craft personalized messages and engage customers helped the company reduce its spend on advertising by up to 10%.

Challenge

As the size and scope of the business continued to grow, Retailo still had barriers to overcome.

They identified that they lacked clear and consistent channels of communication needed to further elevate quality of communication with their retailers.

Additionally, the existing call center was unable to handle an influx of requests.

This resulted in increased waiting periods for customers, causing frustration, while also costing Retalio precious opportunities needed to help build business in the establishment phase. 

To appease their retail network, continue expanding their network, and build a resounding reputation, Retailo needed a scalable, value-driven way to communicate.

The scope was broad – the solution needed to effectively distribute necessary information with multiple companies regularly, especially topics such as price lists and SKU availability which are updated daily.

Solution

Retailo selected our Conversations as its go-to customer service platform.

WhatsApp, natively integrated into Conversations, was the channel of choice due to its prevalence, significant market penetration, ease of use, and its ability to keep interactions simple and hassle-free.

Understanding the richness local dialects and language brings to its customers, Retailo opted to use Urdu Roman (which is Urdu written in English letters) to keep the lines of communication clear since it was the preferred language of their local network. 

Retailo’s sales teams use Conversations to communicate business-critical information with companies each day, especially price lists which alter daily.

Result

Retailo deploy quality engagement with their client base that has catapulted customer trust towards the B2B Marketplace provider.

With 100% deliverability Retailo was able to reduce costs by 50%.

Expanding their customer service also helped their business expansion.

Today, Retailo is the biggest Conversations client in Pakistan.

Their own customer care team has grown successfully and handles hundreds of direct communications from their customer base of 50,000+ active retailers. 

Retailo wanted an international service provider that would help them increase delivery rates and maintain a high level of quality when it comes to customer support.

Infobip’s SMS and Voice solutions have helped the company improve its appointment show-up rate by 10% and overall revenue by 5%.

Lastly, Infobip’s comprehensive reporting structure helped Retailo keep a keen eye out for any possible campaign optimizations.

Challenge

AppZone, a Nigerian fintech software provider, needed to improve its reliability and reduce support times and costs for its transactional SMS and Unstructured Supplementary Service Data (USSD) platforms.

SMS and USSD platform solutions are part of the services AppZone provides to financial institutions to communicate with their customers across the continent. Until 2020, they relied on various solution providers in their different markets. All of these solutions had mixed levels of success. AppZone recognized they would need to harness the services of a reputable communication solutions provider to successfully provide customers with reliable and fast SMS and USSD proprietary platforms.

The objective was to guarantee at least 98% uptime. The business also needed to find a provider that could offer local support at country level.

Solution

With our reputable brand in the region, alongside our work with over 350 banks and financial institutions, AppZone decided to implement our USSD and SMS solutions. Using these solutions enable AppZone to onboard microfinance banks securely and more efficiently.

SMS allows AppZone customers to offer transactional services, including delivering OTPs, account balances, and other financial notifications, quickly and effectively. They can also utilize USSD to check account balances and top-up their airtime.

Neither SMS nor USSD require internet connectivity, ensuring services remain accessible regardless of mobile device capabilities.

Result

The solutions took about two weeks to implement. The USSD and SMS platforms have proven to provide the targeted uptime of 98% for the end-users of AppZone’s enterprise customers.

The better service resulting from Infobip’s solutions led to increased customer satisfaction and further positioned the business as a leading service provider. Reliable solutions ultimately drive brand loyalty, increase sales, and positively impact the organization’s bottom line.

These solutions have also significantly improved the efficiency of AppZone’s business. The company now allocates much less time and resources to support issues and customer queries. This has enabled staff to concentrate on new product development, higher-value conversations, and other core functions. AppZone has also indicated that it will continue to use us as a provider to execute its expansion strategy into other African countries.

Challenge

Every day, thousands of South Africans are faced with the tedious task of renewing their vehicle licenses. Traditionally, motorists had two options to obtain new license disks: Either spend hours in queues at regional licensing departments or have it done at the Post Office.

ChatFin, a solution, application and investment provider in the financial services industry, identified a gap in the market to offer a digital intermediary service for vehicle owners. The idea was to automate parts of the process and enable customers to complete the renewal on their preferred channel.

Solution

Implementing a chatbot on WhatsApp Business Platform as the primary channel was a logical choice for a service of this nature, being used by 1.6 billion people in over 180 countries in the world. Their channel verification with its green checkmark also helps customers recognize the verified dialogue quickly. This assures that the end customer is communicating with the correct business or organization over WhatsApp, avoiding any possible fraud situations.

To start with, ChatFin needed to find the right WhatsApp Business Solution provider to pilot what they had in mind, and Infobip met all their criteria.

Using our WhatsApp Business solution enabled ChatFin to build personalized communication strategies that formed part of the automation process they were developing. The result of implementing Infobip’s solution was a chatbot in the form of the ChatBack application.

All car owners in South Africa can today, at any time, renew their vehicle license over WhatsApp. The convenient renewal process takes less than two minutes, saving vehicle owners ample time without waiting in long queues.

Signing up for the service is easy. Users can start the process in Whatsapp by visiting https://start.chatback.co.za/chatback or going to the ChatBack website. Another option is to add ChatBack (+27 66 202 6685) to their contacts and to text and send “renew” over WhatsApp to get started.

Once the user has finished answering the chatbot’s questions, ChatFin proceeds to process the renewal application through the relevant authorities. Clients have an option to choose between paperless delivery or delivery to their door. Paperless delivery entails sending a PDF version of the license via WhatsApp.

Upon choosing the delivery option, clients are provided with a quote and a link to make an online payment.

Making payment gives ChatFin permission to proceed with the renewal and provides ChatBack with authorization to finish the process on the client’s behalf.

Result

The launch of the ChatBack solution heralded a new era of convenience for South African vehicle owners.

Shortly after the service’s launch in 2019, ChatBack saw a surge in usage where they once received 44,000 messages in one day during a peak period. The rise of the COVID-pandemic also was a significant growth-driver for the business, with vehicle owners minimizing physical contact and exposure to the virus thanks to this service.

As of February 2022, ChatFin engaged with 118,000 customers through 3 million messages since introducing its WhatsApp service – processing 3,000 transactions and messages per day. The convenience of this service is clear in the fact that 41% of their customers renewed more than one vehicle through ChatBack.