Infobip
Case Studies
Jazz: Enhancing Customer Service and Reducing Costs with WhatsApp Business Platform
Overview
Jazz: Enhancing Customer Service and Reducing Costs with WhatsApp Business PlatformInfobip |
Platform as a Service (PaaS) - Application Development Platforms Robots - Wheeled Robots | |
Telecommunications | |
Sales & Marketing | |
Operational Impact
The implementation of the WhatsApp Business Platform has significantly improved Jazz's customer service. Customers no longer have to visit service centers or call customer support to complete basic processes. They can now access billing information, generate invoices, and receive their tax certificates through WhatsApp. This has not only improved the customer experience but also reduced the operational costs for Jazz. The mobile network operator was able to reduce tax certificate call costs by 32% while recording a Net Promotor Score of 80/100. Additionally, the ease of use recorded by customers was 9.2/10, indicating high customer satisfaction. | |
Quantitative Benefit
Over 250,000 customers have taken advantage of the Jazz WhatsApp self-service channel | |
Jazz has experienced 71,000 saved calls in three months | |
More than 100,000 tax certificates issued | |