Infobip Case Studies OpenSooq: Enhancing Customer Satisfaction and Agent Productivity with WhatsApp Business API

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	OpenSooq: Enhancing Customer Satisfaction and Agent Productivity with WhatsApp Business API Infobip

OpenSooq: Enhancing Customer Satisfaction and Agent Productivity with WhatsApp Business API

Infobip

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Electronics Transportation
Applicable Functions	Logistics & Transportation Quality Assurance
Use Cases	Last Mile Delivery
Services	System Integration
Challenge	OpenSooq, a leading mobile-first classifieds platform in the Middle East and North Africa, was facing a significant challenge with its customer on-boarding process. With over 45 million unique users, the company's verification process was complicated due to the unreliability of SMS delivery in the region. This was a major concern for OpenSooq as it aimed to provide a seamless and cost-effective customer on-boarding experience. The company was heavily dependent on SMS for verification, which was proving to be unreliable. OpenSooq was in need of an alternative customer on-boarding, verification, and service process that would offer reliable, dependable, and cost-effective communication. Read More
About Customer	OpenSooq is a leading classifieds platform in the Middle East, headquartered in Jordan with four regional offices. The platform, which receives over 2 billion monthly pageviews, connects buyers and sellers in real-time for various transactions, including selling and buying of items, getting a service, or finding a job. The platform is trusted by over 45 million unique people and businesses, facilitating the sale of over USD 25 billion worth of items annually. OpenSooq offers a wide range of products, including cars, real estate, home furniture, and electronics, among other services. Users can also find their dream job or provide professional services through the platform. Read More
Solution	OpenSooq found a solution in the integration of the WhatsApp Business API, facilitated by Infobip, a trusted partner with a robust infrastructure. The WhatsApp Business API enabled OpenSooq to engage with their customers at every touch point of their journey, from verification and password reset to agent interaction. The platform was chosen because it was already trusted and widely used by their customers. Initially, WhatsApp Business was to be used as a solution to OpenSooq’s SMS verification process. However, the daily use of the platform revealed the benefits of having it as a trusted channel of communication between agents and customers. As customers were comfortable using WhatsApp, they were more willing to engage over the channel to resolve issues. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Electronics

Transportation

Applicable Functions

Logistics & Transportation

Quality Assurance

Use Cases

Last Mile Delivery

Services

System Integration

Challenge

OpenSooq, a leading mobile-first classifieds platform in the Middle East and North Africa, was facing a significant challenge with its customer on-boarding process. With over 45 million unique users, the company's verification process was complicated due to the unreliability of SMS delivery in the region. This was a major concern for OpenSooq as it aimed to provide a seamless and cost-effective customer on-boarding experience. The company was heavily dependent on SMS for verification, which was proving to be unreliable. OpenSooq was in need of an alternative customer on-boarding, verification, and service process that would offer reliable, dependable, and cost-effective communication.

About Customer

OpenSooq is a leading classifieds platform in the Middle East, headquartered in Jordan with four regional offices. The platform, which receives over 2 billion monthly pageviews, connects buyers and sellers in real-time for various transactions, including selling and buying of items, getting a service, or finding a job. The platform is trusted by over 45 million unique people and businesses, facilitating the sale of over USD 25 billion worth of items annually. OpenSooq offers a wide range of products, including cars, real estate, home furniture, and electronics, among other services. Users can also find their dream job or provide professional services through the platform.

Solution

OpenSooq found a solution in the integration of the WhatsApp Business API, facilitated by Infobip, a trusted partner with a robust infrastructure. The WhatsApp Business API enabled OpenSooq to engage with their customers at every touch point of their journey, from verification and password reset to agent interaction. The platform was chosen because it was already trusted and widely used by their customers. Initially, WhatsApp Business was to be used as a solution to OpenSooq’s SMS verification process. However, the daily use of the platform revealed the benefits of having it as a trusted channel of communication between agents and customers. As customers were comfortable using WhatsApp, they were more willing to engage over the channel to resolve issues.

Impact #1	The integration of WhatsApp Business API brought significant operational benefits to OpenSooq. The company was able to ensure 100% verification of customer phone numbers, automate verification errors, and detect users with verification issues. This led to a significant reduction in costs. The new system streamlined the password reset process, leading to a 60% reduction in customer complaints. The use of a trusted communication channel also led to an increase in customer engagement, resulting in an 82% improvement in customer satisfaction score. The productivity of agents also improved by 78%, and there was a 65% increase in first contact resolution. The handling time for agents decreased by 44%, further enhancing operational efficiency.

Impact #1

The integration of WhatsApp Business API brought significant operational benefits to OpenSooq. The company was able to ensure 100% verification of customer phone numbers, automate verification errors, and detect users with verification issues. This led to a significant reduction in costs. The new system streamlined the password reset process, leading to a 60% reduction in customer complaints. The use of a trusted communication channel also led to an increase in customer engagement, resulting in an 82% improvement in customer satisfaction score. The productivity of agents also improved by 78%, and there was a 65% increase in first contact resolution. The handling time for agents decreased by 44%, further enhancing operational efficiency.

Benefit #1	82% increase in customer satisfaction score
Benefit #2	78% increase in agent productivity
Benefit #3	60% decrease in password reset and verification complaints

Benefit #1

82% increase in customer satisfaction score

Benefit #2

78% increase in agent productivity

Benefit #3

60% decrease in password reset and verification complaints

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Overview

OpenSooq: Enhancing Customer Satisfaction and Agent Productivity with WhatsApp Business API

Operational Impact

Quantitative Benefit