Infobip Case Studies CambioReal: Enhancing Customer Experience with Infobip's Conversations

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	CambioReal: Enhancing Customer Experience with Infobip's Conversations Infobip

CambioReal: Enhancing Customer Experience with Infobip's Conversations

Infobip

Technology Category	Networks & Connectivity - 5G
Applicable Industries	Finance & Insurance National Security & Defense
Applicable Functions	Sales & Marketing
Use Cases	Tamper Detection Track & Trace of Assets
Services	Cloud Planning, Design & Implementation Services
Challenge	CambioReal, a Brazilian-based remittance company, faced a significant challenge when they entered the remittance market in Brazil. The company's attractive offers led to a surge in potential users flooding their customer support lines with inquiries about fees, transactions, and exchange rates. The high volume of customer inquiries made it difficult for users to get timely responses to their questions. Additionally, the company's complex user registration process, which required the submission of several documents, was not in line with typical user habits in their market, leading to a high drop-off rate. CambioReal needed a solution that would allow them to quickly respond to customer inquiries and simplify the user registration process while ensuring security. Read More
About Customer	CambioReal is a remittance company based in Brazil, servicing over 100,000 customers both domestically and internationally. The company provides a platform for users to send and receive money across borders without the high fees associated with traditional remittance methods. However, the company faced challenges with user security concerns, a complex registration process, and an overloaded customer support system. Read More
Solution	CambioReal adopted Infobip's Conversations, an omnichannel cloud contact center solution, to address their challenges. Conversations provided a single-view solution for customer service agents, giving them full access to conversation history and context for each customer. This solution integrated popular communication channels, including WhatsApp, which allowed users to send rich media, including documents necessary for a fast and secure user registration process. The solution also enabled CambioReal to be available to their users outside office hours by sending automated messages. Managers could use the insights provided by the solution to coach agents and improve customer support. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Applicable Industries

Finance & Insurance

National Security & Defense

Applicable Functions

Sales & Marketing

Use Cases

Tamper Detection

Track & Trace of Assets

Services

Cloud Planning, Design & Implementation Services

Challenge

CambioReal, a Brazilian-based remittance company, faced a significant challenge when they entered the remittance market in Brazil. The company's attractive offers led to a surge in potential users flooding their customer support lines with inquiries about fees, transactions, and exchange rates. The high volume of customer inquiries made it difficult for users to get timely responses to their questions. Additionally, the company's complex user registration process, which required the submission of several documents, was not in line with typical user habits in their market, leading to a high drop-off rate. CambioReal needed a solution that would allow them to quickly respond to customer inquiries and simplify the user registration process while ensuring security.

About Customer

CambioReal is a remittance company based in Brazil, servicing over 100,000 customers both domestically and internationally. The company provides a platform for users to send and receive money across borders without the high fees associated with traditional remittance methods. However, the company faced challenges with user security concerns, a complex registration process, and an overloaded customer support system.

Solution

CambioReal adopted Infobip's Conversations, an omnichannel cloud contact center solution, to address their challenges. Conversations provided a single-view solution for customer service agents, giving them full access to conversation history and context for each customer. This solution integrated popular communication channels, including WhatsApp, which allowed users to send rich media, including documents necessary for a fast and secure user registration process. The solution also enabled CambioReal to be available to their users outside office hours by sending automated messages. Managers could use the insights provided by the solution to coach agents and improve customer support.

Impact #1	The implementation of Infobip's Conversations led to significant improvements in CambioReal's operations. Customer satisfaction levels greatly improved, as reflected in user feedback praising the sense of security they felt using the service. The registration process was made faster and easier with WhatsApp, allowing customers to complete the process from start to finish on their mobile devices. CambioReal's agents found the solution user-friendly, and managers were able to improve handling by tracking agent performance, overseeing communication, assigning statuses to conversations, and tracking customer feedback in the cloud contact center solution.

Impact #1

The implementation of Infobip's Conversations led to significant improvements in CambioReal's operations. Customer satisfaction levels greatly improved, as reflected in user feedback praising the sense of security they felt using the service. The registration process was made faster and easier with WhatsApp, allowing customers to complete the process from start to finish on their mobile devices. CambioReal's agents found the solution user-friendly, and managers were able to improve handling by tracking agent performance, overseeing communication, assigning statuses to conversations, and tracking customer feedback in the cloud contact center solution.

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Overview

CambioReal: Enhancing Customer Experience with Infobip's Conversations

Operational Impact