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StarHub's Transformation: Enhancing Customer Support with Haptik's AI Chatbot
Technology Category
- Robots - Wheeled Robots
Applicable Industries
- Telecommunications
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
The Challenge
StarHub, a leading Singapore-based communication, entertainment, and digital solutions provider, was grappling with an outdated and manual customer support system. This was negatively impacting their operational performance and overall customer experience. The company, which holds a 30% market share and serves over 2 million customers, was struggling with inconsistent issue handling, leading to longer wait times, customer dissatisfaction, and a high churn rate. The customer support agents had to switch between multiple platforms to gather information for customers, which was a time-consuming process. Furthermore, the inability to share technical diagrams and photos with customers was affecting agent productivity and the quality of support provided.
About The Customer
StarHub is a leading Singaporean company that provides world-class communication, entertainment, and digital solutions. With over 2 million customers, StarHub Mobile is the second-largest mobile network operator in Singapore, holding close to a 30% market share. The company was seeking to enhance its customer support and improve its Net Promoter Score (NPS) by delivering prompt support and an outstanding customer experience on messaging channels. StarHub's customer support was previously manual and outdated, leading to operational inefficiencies and a less than satisfactory frontline customer experience.
The Solution
To overcome these challenges, StarHub turned to Haptik's AI chatbot. The chatbot was designed to answer queries across a range of StarHub's services, including Digital TV, Cable, IPTV, Broadband Internet, Telephone, and Mobile. It was equipped with over 3000 unique intents to answer queries around prepaid plans, fiber broadband, brand offers, and recontract eligibility, offering quicker resolution of queries. The chatbot also featured over 50 pre-built journeys to help users activate or deactivate data travel plans, roaming plans, and access troubleshooting guides. This comprehensive solution not only automated the customer support process but also expanded support on messaging channels such as Facebook and WhatsApp.
Operational Impact
Quantitative Benefit
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