Post by sinthiya007 on Nov 9, 2024 5:38:34 GMT -5
We often write about our clients' cases. However, we believe that the inspiring experience of other companies also deserves attention. We share a translation of a case from Meta* about how messengers work to increase customer loyalty using the example of one of the largest companies in the housing and utilities sector in Pakistan.
K-Electric Company
K-Electric is a company with more than a century of history. It was founded in 1913 and today is a key supplier of electricity in Pakistan. Despite its venerable age and complex organizational structure, the company remains open to marketing experiments. One of them was the implementation of WhatsApp Business API.
Task
K-Electric serves more than 20 million people. However, until on page seo service recently, about 15% of its customers continued to visit service centers or call the hotline for simple account management operations. This increased the level of communication line loading and led to long queues at branches.
The K-Electric team was tasked with improving the speed and quality of service. It was important to find a simple and accessible communication channel for customers to perform basic tasks online.
Solution
WhatsApp messenger is widely used in Pakistan. That is why it was chosen. K-Electric chose one of the regional platforms for messenger marketing and started creating an automated chatbot that works 24/7.
Social networks helped promote the chatbot, marketers also talked about them in email newsletters, via SMS and even by word of mouth among the company's employees. Service centers placed advertisements with QR codes to activate the chatbot.
Results
Today, a chatbot helps to close about 90% of the most common requests in just a few clicks.
The total number of calls to the call center decreased by 32% .
The implementation of a chatbot increased the overall number of digital interactions by 65% .
WhatsApp chatbot processes up to 350,000 active sessions monthly.
In total, over 50,000 customers signed up for the WhatsApp channel within the first 2 months.
Message examples. Source: business.whatsapp.com/resources/success-stories/k-electric
Automation via WhatsApp has reduced the load on the company's hotline and stimulated interest in digital services such as e-invoicing.
The launch of the K-Electric chatbot has revolutionized the customer service experience, providing 24/7 service and reducing costs associated with delays in waiting for responses at service centers and on the hotline.
K-Electric Company
K-Electric is a company with more than a century of history. It was founded in 1913 and today is a key supplier of electricity in Pakistan. Despite its venerable age and complex organizational structure, the company remains open to marketing experiments. One of them was the implementation of WhatsApp Business API.
Task
K-Electric serves more than 20 million people. However, until on page seo service recently, about 15% of its customers continued to visit service centers or call the hotline for simple account management operations. This increased the level of communication line loading and led to long queues at branches.
The K-Electric team was tasked with improving the speed and quality of service. It was important to find a simple and accessible communication channel for customers to perform basic tasks online.
Solution
WhatsApp messenger is widely used in Pakistan. That is why it was chosen. K-Electric chose one of the regional platforms for messenger marketing and started creating an automated chatbot that works 24/7.
Social networks helped promote the chatbot, marketers also talked about them in email newsletters, via SMS and even by word of mouth among the company's employees. Service centers placed advertisements with QR codes to activate the chatbot.
Results
Today, a chatbot helps to close about 90% of the most common requests in just a few clicks.
The total number of calls to the call center decreased by 32% .
The implementation of a chatbot increased the overall number of digital interactions by 65% .
WhatsApp chatbot processes up to 350,000 active sessions monthly.
In total, over 50,000 customers signed up for the WhatsApp channel within the first 2 months.
Message examples. Source: business.whatsapp.com/resources/success-stories/k-electric
Automation via WhatsApp has reduced the load on the company's hotline and stimulated interest in digital services such as e-invoicing.
The launch of the K-Electric chatbot has revolutionized the customer service experience, providing 24/7 service and reducing costs associated with delays in waiting for responses at service centers and on the hotline.