Infobip Case Studies Edenred UAE: Enhancing Customer Service with Infobip’s Cloud Contact Center and Chatbot

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	Edenred UAE: Enhancing Customer Service with Infobip’s Cloud Contact Center and Chatbot Infobip

Edenred UAE: Enhancing Customer Service with Infobip’s Cloud Contact Center and Chatbot

Infobip

Technology Category	Platform as a Service (PaaS) - Application Development Platforms Robots - Wheeled Robots
Applicable Industries	Buildings Finance & Insurance
Applicable Functions	Sales & Marketing
Use Cases	Chatbots Time Sensitive Networking
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Edenred UAE, a fast-growing payroll service provider in the United Arab Emirates, faced a significant challenge as its customer base grew from 1 million to 1.5 million cardholders within a few months. The company relied on email as a primary tool for customer queries, but it had limited visibility into key metrics such as first-response time, average handle time, or customer satisfaction. The company also had manual dedicated queues to action high-priority queries and lacked self-service capabilities. As the customer base expanded, customer support activities became increasingly difficult to manage and track. Edenred UAE recognized the need to implement new tools that would help scale its customer service without compromising on user experience and increasing costs. Read More
About Customer	Edenred UAE is a rapidly growing payroll service provider in the United Arab Emirates, serving more than 6,000 companies, 2 million employees, over 10 banks, and 35+ financial institutions. The company facilitates the financial inclusion of countless workers, allowing companies to comply with local regulations that require wages to be traceable. Their Edenred Payroll Platform allows companies to efficiently manage the salaries of all their employees in one place and in compliance with the Wage Protection System established by the UAE Central Bank. C3Pay, a mobile app linked to Mastercard, enables employees, mostly unbanked or underbanked, to access essential financial services and leverage personal wealth with elevated features relevant to their needs at minimal prices. Read More
Solution	To address these challenges, Edenred UAE decided to use Infobip’s contact center solution Conversations and chatbot building platform Answers. These tools provided self-service options for money transfer queries over WhatsApp Business Platform. Edenred UAE created a multilingual chatbot through Answers that could resolve common queries using multimedia and was available 24/7. When used in combination with Conversations, the chatbot could transfer complex queries to an agent with the right experience without losing conversation history or context. Additionally, Conversations provided Edenred UAE with the analytics it needed to improve its customer support over time, including first response time, average wait time, CSAT scores, and more. After the successful implementation of these tools for money transfer-related queries, Edenred UAE decided to substitute email with the chat app for all customer service queries. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Robots - Wheeled Robots

Applicable Industries

Buildings

Finance & Insurance

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Time Sensitive Networking

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Edenred UAE, a fast-growing payroll service provider in the United Arab Emirates, faced a significant challenge as its customer base grew from 1 million to 1.5 million cardholders within a few months. The company relied on email as a primary tool for customer queries, but it had limited visibility into key metrics such as first-response time, average handle time, or customer satisfaction. The company also had manual dedicated queues to action high-priority queries and lacked self-service capabilities. As the customer base expanded, customer support activities became increasingly difficult to manage and track. Edenred UAE recognized the need to implement new tools that would help scale its customer service without compromising on user experience and increasing costs.

About Customer

Edenred UAE is a rapidly growing payroll service provider in the United Arab Emirates, serving more than 6,000 companies, 2 million employees, over 10 banks, and 35+ financial institutions. The company facilitates the financial inclusion of countless workers, allowing companies to comply with local regulations that require wages to be traceable. Their Edenred Payroll Platform allows companies to efficiently manage the salaries of all their employees in one place and in compliance with the Wage Protection System established by the UAE Central Bank. C3Pay, a mobile app linked to Mastercard, enables employees, mostly unbanked or underbanked, to access essential financial services and leverage personal wealth with elevated features relevant to their needs at minimal prices.

Solution

To address these challenges, Edenred UAE decided to use Infobip’s contact center solution Conversations and chatbot building platform Answers. These tools provided self-service options for money transfer queries over WhatsApp Business Platform. Edenred UAE created a multilingual chatbot through Answers that could resolve common queries using multimedia and was available 24/7. When used in combination with Conversations, the chatbot could transfer complex queries to an agent with the right experience without losing conversation history or context. Additionally, Conversations provided Edenred UAE with the analytics it needed to improve its customer support over time, including first response time, average wait time, CSAT scores, and more. After the successful implementation of these tools for money transfer-related queries, Edenred UAE decided to substitute email with the chat app for all customer service queries.

Impact #1	By using Infobip’s chatbot building platform and cloud contact center to set up a WhatsApp chatbot, Edenred UAE was able to rapidly scale its customer support. The chatbot led to 69% of the company’s chats in September and October being self-serviced, with only 31% being transferred to agents due to complexity. All chats were answered and resolved on WhatsApp within the first 48 hours, significantly decreasing the company’s average wait time. Edenred UAE also surveyed its users to obtain insights about WhatsApp as a customer service tool, with over 70% stating they were able to find the answers they were looking for on WhatsApp easily. The implementation of these tools led to an increase in overall customer satisfaction.

Impact #1

By using Infobip’s chatbot building platform and cloud contact center to set up a WhatsApp chatbot, Edenred UAE was able to rapidly scale its customer support. The chatbot led to 69% of the company’s chats in September and October being self-serviced, with only 31% being transferred to agents due to complexity. All chats were answered and resolved on WhatsApp within the first 48 hours, significantly decreasing the company’s average wait time. Edenred UAE also surveyed its users to obtain insights about WhatsApp as a customer service tool, with over 70% stating they were able to find the answers they were looking for on WhatsApp easily. The implementation of these tools led to an increase in overall customer satisfaction.

Benefit #1	Decrease in wait time by 96%
Benefit #2	69% of chats self-serviced
Benefit #3	Handled over 30,000 chats on WhatsApp a month, up from an average of 12,000 emails

Benefit #1

Decrease in wait time by 96%

Benefit #2

69% of chats self-serviced

Benefit #3

Handled over 30,000 chats on WhatsApp a month, up from an average of 12,000 emails

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Overview

Edenred UAE: Enhancing Customer Service with Infobip’s Cloud Contact Center and Chatbot

Operational Impact

Quantitative Benefit