Infobip
Case Studies
Rapido: Enhancing Customer Experience through Viber and Omnichannel Communications
Overview
Rapido: Enhancing Customer Experience through Viber and Omnichannel CommunicationsInfobip |
Analytics & Modeling - Real Time Analytics Networks & Connectivity - 5G | |
Telecommunications Transportation | |
Logistics & Transportation | |
Last Mile Delivery Time Sensitive Networking | |
Operational Impact
The implementation of the omnichannel messaging solution greatly improved Rapido's customer communications and internal efficiency. With clear messages and no unnecessary abbreviations, customers were able to understand the notifications, leading to improved response rates. The number of calls to the call center decreased significantly, freeing up valuable time for Rapido's employees. The use of Viber as a new communication channel positively impacted Rapido's brand image, reputation, and customer satisfaction. The real-time reporting tool increased the speed of resolving customer complaints, further enhancing customer satisfaction and saving valuable time for the company. | |
Quantitative Benefit
10-15% decrease in customer call center calls | |
95% average parcel delivery rate | |
Real-time reporting enabled quick resolution of customer complaints | |