Infobip
Case Studies
Raiffeisenbank: Leveraging WhatsApp for Cost-Effective Customer Service
Overview
Raiffeisenbank: Leveraging WhatsApp for Cost-Effective Customer ServiceInfobip |
Platform as a Service (PaaS) - Application Development Platforms | |
Finance & Insurance Telecommunications | |
Sales & Marketing | |
Real-Time Location System (RTLS) Time Sensitive Networking | |
System Integration | |
Operational Impact
The integration of WhatsApp into RBA's contact center had a positive impact within just a month. The bank received positive feedback from both customers and call center agents. Customers began to choose WhatsApp over the toll-free number, leading to lower contact center costs. The cost-effectiveness of WhatsApp as a communication channel was 10 times greater than that of toll-free numbers. The successful first month led to the full integration of WhatsApp into RBA's contact center, resulting in a significant improvement in customer experience, as evidenced by a 19% boost in their NPS across all chat apps. The bank also noted that WhatsApp was four to five times more popular than other instant communication channels among its customers. The real-time interaction capability of WhatsApp has also helped RBA improve relations with potential clients and assist in the onboarding process. | |
Quantitative Benefit
19% growth in Net Promoter Score (NPS) across all chat apps | |
10x reduction in contact center costs | |
WhatsApp is 4-5 times more popular than other instant communication channels among RBA customers | |