Challenge

Airport AI is a leading AI-powered customer service platform used by more than 40 airports globally, offering customer support, boosting non-aeronautical revenues, and providing insights about travelers. The company wanted to integrate a communication channel that simplifies customer engagement, answers frequently asked questions quickly and more efficiently, and helps grow the reach among passengers around the world.

The channel needed to provide:

Solution

With over 2 billion monthly active users in over 100 countries, WhatsApp Business is the most popular communication channel around the globe.

WhatsApp Business Platform integrated seamlessly with Airport AI’s customer service platform – establishing simple and clear communication flows to enhance the passenger experience through automated chatbots.

By integrating WhatsApp Business as a communication channel into their platform, Airport AI enabled airports like Gatwick, Dublin, Zurich, Geneva, Altanfeethi, Riyadh, Lisbon, Cork, and Barcelona to:

Results

Airport AI’s technology and WhatsApp’s user base enabled some airports to reach more than 100,000 unique passengers monthly. That is done with an average automation rate of 85%, resulting in a significant reduction in customer service costs and increased sales opportunities for products and services.

Airport AI’s WhatsApp chatbot offloads FAQs or simple queries from agents, while directing more complex ones to them when necessary. In some airports, WhatsApp Business as a channel drove 80% of the engagement traffic.

Challenge

As a leading home appliances and electronics manufacturer in Egypt, ELARABY Group has experienced exponential growth by exporting to over 60 countries across the globe. The company currently boasts 3,000 sales partners and more than 25 branded stores locally; backed by more than 600 after-sales service centers. With its growing customer and partner base came the need to improve customer experience and engagement.

ELARABY Group was keen to identify the right channel to best handle their customer experience requirements on a large scale. They quickly identified that their communication with clients needed to be fast, reliable, and satisfactory to the growing expectations of those they served.

To address these challenges, and as part of their ongoing mission to engage in digital transformation and CX, ELARABY Group sought a quick-to-market solutions partner.

Solution

ELARABY Group selected Infobip as their WhatsApp Business Platform solution provider, and established their first chatbot to assist customers with common queries including billing, purchase processing, order status and delivery notifications. communication queue for their sales channel. Subsequently, and with the establishment of a simple workflow model, they added Conversations, a digital first cloud contact center a long with our chatbot building platform, Answers.

Result

Launching three chat queues dedicated to various customer needs including sales, direct complaints/maintenance, and VIP complaints helped increase customer satisfaction. The combination of Conversations and Answers spurred a better, more compelling way for ELARABY Group to engage with customers. Additionally, as reported by users, all complaints were addressed in a more efficient and clear manner.

ELARABY Group’s monthly active users increased from 116 (in the first month) to more than 13,013 per month, according December’s monthly active users in 2021.

Challenge

To enhance its overall CX, Biolab chose to optimize its customer engagement channels.

The company faced various challenges as a result of the pandemic, including:

The transformation would further help to:

Solution

To accommodate an ever-expanding client base requesting house call services, updates from the Jordanian Ministry of Health on the latest processes and procedures, and instant notifications for results, Biolab chose Infobip as its WhatsApp Business solution provider.

Infobip’s platform integrated seamlessly with Biolab’s existing platform, establishing simple and clear communication flows to enhance the customer journey.

With Infobip, Biolab enabled its customers to:

Adding WhatsApp to its communication mix meant Biolab could engage with customers on their favorite channel.

Result

Engaging with their clients across WhatsApp translated to a 13.2% increase in the number of patients with an average of 5,000 patients using the service daily.

What’s more, the introduction of the technology also helped reduce customer acquisition costs, due to the company’s ability to reach out to the client over their preferred channel.

With traffic redirected to WhatsApp, Biolab also witnessed a 17% reduction in call center operations costs.

Challenge

Farm Superstores wanted to expand its business. However, the company was experiencing several challenges it had to overcome, including:

Farm Superstores was looking for digital-first solutions that would help them accommodate changing consumer needs and enhance its customer experience.

Solution

To enhance its customer experience and offer around-the-clock support, Farm Superstores implemented a WhatsApp Business chatbot using Infobip Answers. The chatbot is set up to answer frequently asked questions from customers and to offload repetitive queries from agents.

The retail company also uses Infobip Moments to send personalized updates that engage customers with messages about their latest promotions, back-in-stock items, and special offers. The reporting and analytics, along with the 360-customer view, offered through Conversations give Farm Superstores the insight they need to personalize customer interactions and build loyalty.

Additionally, having Conversations and Answers work together improves the company’s agent and customer experience. Now, customers can be transferred to the right agent after their query has been filtered through with the Farm Superstores chatbot – and agents have full access to the conversation history so they can carry on where they left off.

Result

Implementing a WhatsApp Business chatbot helped create personalized experiences for Farm Superstores’ customers, enabling the retailer to provide support and updates 24/7.

Leveraging WhatsApp as an all-encompassing hub of information and updates led to a reduced number of customer queries and a 60% reduction in operational costs.

Farm Superstores also experienced a 4% increase in revenue during the first three months of adoption – and has witnessed increased customer engagement, satisfaction, and brand awareness.

Challenge

Imagine having the ability to unlock your door from your phone, securely. Slovenia’s digital native start up Ringo Lock helps landlords and homeowners do just that by turning house doors into smart, digitized ones.

Ringo Lock accurately identified that the main pain point of landlords, primarily those who rented out their apartments over platforms such as Airbnb, was delivering keys. Sometimes it has to do with the guest arriving late or at odd hours and other times due to an emergency or the landlords getting delayed.

That’s where their smart, modular locks came in to play, helping landlords unlock their house via their phones. However, there was one hitch – the Wi-Fi connection. It caused battery draining and loss of signal leaving landlords in remote locations with unreliable access or low-quality internet, ultimately leading to dissatisfied guests.

In fact, around 50% of customer complaints were related to Wi-Fi access. Directly affecting Ringo Locks business expansion plans.

They needed a solution that could connect the smart door locks with the end users in a reliable and secure way.

Solution

Ringo Lock started exploring ways to connect their smart locks with end users, and Infobip turned out to be the most viable solution for them.

With Infobip’s IoT centralized connectivity management solution – the smart locks were enabled with IoT sims working over various telecom operators. Thereby, reducing the reliance on Wi-Fi and ensuring that Ringo Lock can react quickly on any possible failure that could cause reduction of rental property viewings.

It helped them overcome network challenges and troubleshoot quicker with complete insights on cellular network activity metrics in real time through the platform. While Infobip’s local presence in Slovenia, ensured great customer support.

In addition, Ringo Lock joined the Infobip Startup Tribe program that helped them leverage our global experience and coverage to expand their business worldwide.

Result

Infobip doubled Ringo Lock’s market potential as it resulted in higher customer retention and acquisition. With friction-free connectivity, customers were guaranteed peace of mind and reduced complaints by 50%.

Access to real time analytics ensured customers were alerted when there were connectivity issues, and had the ability to reset the device, allowing their guests to enter the property without any interruptions.

Becoming a member of the Startup Tribe program allowed them to expand their business further with benefits such as free support services and testing credits.

Ringo Lock’s smart doors powered by Infobip created a truly digitized customer journey.

Challenge

ETF Airways is Croatia’s new air carrier, looking to expand its services to other countries in the future. To ensure successful expansion, however, the airline company first needed to improve its operations and ways of communication.

The company’s main goal was to find a way to keep pilots and cabin crews informed with manuals and trip sheets in real-time during operating hours.

Since employees already use iPads for their daily operations, the air carrier was looking for a secure and reliable solution that enables them to stay connected online – regardless of where they are in the world.

Solution

Considering its geographically spread EFB devices, ETF Airways chose Infobip as its trusted solution for keeping pilots, cabin crews, and ground crews informed.

Infobip operates a SIM-based cellular connectivity management platform (CMP). It enables global connectivity across all Internet of Things (IoT) use cases. ETF Airways benefits from its automation and management potential through a central API and easy-to-use user interface.

It offers a host of functionalities, including:

Infobip enables ETF Airways employees to be online, download content, and exchange flight and aircraft maintenance details in real time. The system keeps them informed with major relevant information without the need for printed documents.

Flight crews have access to performance calculation tools, routes, and airport information via the Boeing application installed on their iPads. They also receive crucial updates about weather conditions at the departing airport, during the flight, and the destination area.

Additionally, since Infobip uses global SIMs, ETF Airways is confident the solution will work with any future expansions.

Result

Using global SIMs to connect ETF Airways devices ensures continuous two-way communication between crews while on the ground, as well as before, during, and after a flight.

As a result, the air carrier improved its operational efficiency and increased flight safety.

ETF Airways maintenance teams are also appreciative of the timely insight into fuel consumption and other engine parameters that are necessary to conduct safe flights.

Challenge

Carsome Group – Malaysia’s largest tech unicorn, and Southeast Asia’s largest e-commerce platform for buying and selling used cars was looking to optimize their customer service and lead generation process.

With an aim to elevate the car buying and selling process, the digital native company introduced a new service to “Buy Cars” in addition to the existing “Sell Car”. However, the new service came with its set of communication challenges, including:

To provide end-to-end solutions to their customers and used car dealers, Carsome needed an end-to-end omnichannel customer experience strategy to effectively engage potential customers and increase sales.

Solution

To help Carsome engage with their customers in an effective way that boosts sales, we optimized their CX with an omnichannel strategy including:

Buying a car is likely to be the second most expensive purchase after a house. And customers are looking for a service that is easy to understand and an experience that is intuitive to their needs.

Converting website visitors to leads

Carsome understood the customer sentiment. With the website being the first port of call they integrated our Live Chat solution to help customers navigate effortlessly. A keyword chatbot enabled customers to find the right service. And if required the option to chat with an agent via Conversations for complex inquiries that need a human touch.

Being available on their customers’ preferred channel

By integrating WhatsApp Business API powered by Infobip, Carsome was able to provide personalized information or messages on their customer’s favorite chat app. Automated after-hour messages ensured customers received prompt replies and were not left waiting in the dark while waiting for an agent to reply.

This enabled Carsome to provide always-on support for test drive appointments, buying or selling cars, refunds, promotions, and feedback via a chatbot on their customer’s favorite channels – ensuring quick lead conversions.

In addition to WhatsApp, they were able to send out promotional emails personalized to their customers’ needs.

Verifying customers in a friction-free way

To solve the number authentication challenge, Carsome used SMS for OTP verification, filtering out invalid numbers.

And all this being managed by one unified platform resulted in agents having a view of the customers’ conversation history along with a friction-free customer experience.

Results

Carsome was able to engage with customers throughout their journey and at every touchpoint through a single platform. This omnichannel approach and self-service option resulted in:

The adoption of an omnichannel CX strategy optimized the customer experience leading to quality leads, quicker conversions, and higher sales.

CHALLENGE

IIE Rosebank College communicates with about 200,000 prospective students every year. Therefore, it required the ability to process a high volume of leads at a low cost. Prior to 2016, the institution collected several leads from prospective students via lead cards that were manually completed with pen and paper, at school presentations.

These lead cards would then be manually captured into the CRM system, before the sales process could begin. The major drawback with this process was that the manual collection and capturing of leads was slow. As a result, lead cards would remain uncaptured for weeks and often presented quality issues – as human error was responsible for inaccurate data capturing.

Hence, the two major challenges were time and quality, both of which affected conversation and conversion rates.

In need of a solution to digitally transform this process, Floodgate and Infobip collaborated to assist IIE Rosebank College with getting leads into its CRM system faster and with a higher level of accuracy, while allowing the institution to consult with interested parties timeously.

Using technology was an obvious consideration, but the institution needed a technology that was accessible to its target audience. In 2016, smartphone penetration in South Africa was around 36%, and 94% of adult South Africans used a cellphone of some kind.

Thus, the requirement was to deploy a technology that worked on both smartphones and feature phones. This led the institution to investigate the Unstructured Supplementary Service Data (USSD) platform as an option. The college subsequently conducted a cost-benefit analysis to evaluate all the potential costs and revenues that it might generate from marginal improvements in the process.

In 2016, IIE Rosebank College engaged Floodgate based on industry recommendations. Floodgate initially digitized its manual lead capture to enable real-time delivery of leads into the CRM system by using USSD. At this stage, the institution was also using different communication channels, such as Messenger, Live Chat, and WhatsApp, in isolation. This made it difficult to manage chats and measure performance.

At the same time, mobile phone penetration grew in South Africa and users became more familiar with communication platforms such as WhatsApp. IIE Rosebank College’s needs as a client of Floodgate also changed as it now needed a solution that could support and enhance its customers’ user experience.

Initially, the college sought to enhance its contact center offering to allow its agents to log on remotely, from any device, amid the COVID-19 lockdown.

SOLUTION

The first phase of the project included the deployment of Infobip’s Conversations cloud-based contact center solution, with a requirement to integrate IIE Rosebank College’s existing WhatsApp platform. However, the project scope was extended over a three-month period to deploy Infobip’s full product suite.

The second phase saw the implementation of Infobip’s Answers chatbot solution to allow Floodgate to deploy a chatbot on the platform. The extended project also saw the implementation of additional channels, such as Infobip’s Messenger and Live Chat solutions.

Currently, IIE Rosebank College uses the Infobip Conversations module to manage WhatsApp, Messenger, and Live Chat conversations between its call center agents and prospective students. Infobip’s Answers module runs the Messenger and Live Chat chatbot. Floodgate has deployed a webhook in Conversations to run the college’s third-party chatbot for the WhatsApp channel.

Infobip’s People CDP module stores the contact information of all leads received. The college is currently preparing to leverage our customer engagement solution Moments for promotional messages and broadcasts to enhance the customer journey, and is also considering the Survey module as a future addition.

RESULT

By implementing the Infobip omnichannel offering, all channels were combined into one platform. The queuing system has made it easier to manage chats and the institution now had better visibility of agent performance.

The omnichannel communication capability on the Infobip platform stood out from competitors, and the chatbot is helping the college to cope with high volumes in periods of concentrated demand during the enrollment period.

The Infobip solution consolidates WhatsApp, Messenger, and Live Webchat onto one platform, which has allowed IIE Rosebank College to better manage multiple points of entry in one portal.

At this stage, IIE Rosebank College has been on the Infobip platform for six months, and has been able to better manage high volumes of leads, which it has been able to convert effectively into sales.

In addition, the queuing system made it easier to see which prospective students still needed to be responded to and this has enabled the institutions to better manage expectations.

In the meantime, all prospects can get basic information by using the chatbot.

Although the system is clearly powerful, Floodgate is only now beginning to develop the reporting to measure performance accurately.

CHALLENGE

ComparTfon is a Mexican telecoms service provider and a division of Compartamos Banco – the largest microfinance bank in Latin America.

It uses telco data to assess credit risk and bring financial services such as credit cards to people who would normally be excluded because of their low credit scores.

While ComparTfon customers are capable mobile users, and very comfortable using communication channels like WhatsApp, they don’t typically shop online.

So when COVID-19 forced ComparTfon to temporarily close its offline sales channels, the telecoms company realized it had a sizable challenge on its hands.

Not only did it need to pivot to a digital-only business model – it needed to shift its customers from an offline to an online purchase journey, providing relevant guidance and support, every step of the way.

When the online shop was its primary sales channel, the goal was to improve website conversion and reduce cart abandonment. To achieve this, ComparTfon needed to find a way to:

SOLUTION

ComparTfon quickly identified WhatsApp Business as the ideal channel for communicating in real time with customers as they navigate the online shopping experience. But the telecoms provider was looking for much more than a WhatsApp Business provider. ComparTfon needed a strategic customer communications partner, and chose Infobip for our:

ComparTfon chose Moments, our omnichannel customer engagement solution, to power its customer engagement strategy and track individual customer journeys.

Meanwhile Conversations, our cloud contact center solution, brings these real-time insights to contact center agents, for relevant and valuable support, from prospecting to post-sales that delivers business impact.

Together, these integrated cloud tools are helping ComparTfon capture customer insights that can be used across the entire organization.

Here are some of the ways the telecoms provider uses our solutions to transform customer communications and improve the effectiveness of its online sales channel:

RESULTS

Since implementing Infobip’s customer engagement solutions, ComparTfon has seen continual improvements across its conversion rate and cart abandonment rates.

Even with COVID-19, Infobip has been key for the digital channel to develop in terms of efficiency considering the customer segment we serve.

Using WhatsApp Business, a trusted, real-time communication channel – together with Moments and Conversations, for proactive customer support and engagement – makes it easy for ComparTfon customers to get help, complete purchases, and feel valued.

Crucially, our customer engagement solutions are allowing ComparTfon to become a data-driven, customer-centered organization, as Edwin Ortega, Martech Manager at ComparTfon, explains: