Infobip
Case Studies
Mukuru: Enhancing Customer Service and Reducing Costs with WhatsApp Business Platform
Overview
Mukuru: Enhancing Customer Service and Reducing Costs with WhatsApp Business PlatformInfobip |
Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms | |
Buildings Finance & Insurance | |
Sales & Marketing | |
Chatbots Machine to Machine Payments | |
Operational Impact
The introduction of the WhatsApp Business chatbot has significantly improved Mukuru's operational efficiency and customer service. The automation of sign-up, onboarding, wallet balance checks, and money transfer processes has streamlined the customer journey. The connection of WhatsApp to its contact center has resulted in a decrease in call center costs and an increase in agent efficiency. With standard transactions and FAQs accessible via WhatsApp, Mukuru agents now have more time to assist customers with in-depth issues. The chatbot has also enhanced the customer experience by offering services over a channel that customers prefer to use, leading to a significant increase in customer satisfaction. | |
Quantitative Benefit
42% of Mukuru customers now use WhatsApp for money transfers | |
25% list WhatsApp as their sign-up channel of choice | |
15% increase in customer satisfaction (CSAT) | |