Infobip
Case Studies
Enrich: Enhancing Customer Experience and Boosting Sales with IoT
Overview
Enrich: Enhancing Customer Experience and Boosting Sales with IoTInfobip |
Networks & Connectivity - 5G Sensors - Lidar & Lazer Scanners | |
Cities & Municipalities | |
Sales & Marketing | |
Demand Planning & Forecasting Smart Campus | |
Cloud Planning, Design & Implementation Services | |
Operational Impact
The implementation of Infobip’s cloud contact center solution, Conversations, on WhatsApp has significantly improved Enrich's operational efficiency. The automation of the appointment scheduling process has offloaded work from the central team, allowing them to focus on other critical tasks. The platform has also enabled Enrich agents to work from home during the pandemic, ensuring uninterrupted customer support. The agents now have a complete view of chat history and customer context, helping them avoid repetitive questions and resolve queries faster. This has led to an increase in appointment bookings. The use of rich media features on WhatsApp has also allowed Enrich to share beauty tips and facilitate purchases, further enhancing the customer experience and sustaining Enrich’s position as a digital pioneer in India. | |
Quantitative Benefit
13.8x return on advertising spend (ROAS) from the Click to WhatsApp campaign | |
Automated appointment scheduling process, reducing workload on the central team | |
Increased sales and customer loyalty due to personalized customer experience | |