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Infobip > 实例探究 > ELARABY 集团:通过对话和解答增强客户体验
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ELARABY Group: Leveraging IoT for Enhanced Customer Experiences

技术
  • 网络与连接 - 5G
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 电子产品
  • 医疗保健和医院
适用功能
  • 采购
  • 销售与市场营销
用例
  • 对话机器人
挑战
作为埃及领先的家用电器和电子产品制造商,ELARABY Group 需要改善客户体验和参与度,以支持其在新市场的增长。
关于客户
ELARABY集团是埃及、中东和非洲最大的工商企业之一。他们通过多家公司和设施运营,拥有超过 40,000 名员工。他们出口到 60 多个国家,并拥有广泛的销售合作伙伴和售后服务中心网络。
解决方案
ELARABY Group 选择 Infobip 作为他们的 WhatsApp 业务平台解决方案提供商,并实施对话和应答以实现全渠道通信。他们建立了一个聊天机器人来帮助客户解决常见问题,并实施了数字第一云联络中心。
运营影响
  • The implementation of the WhatsApp Business Platform solution, Conversations, and Answers significantly improved ELARABY Group's customer engagement. The establishment of three chat queues dedicated to various customer needs including sales, direct complaints/maintenance, and VIP complaints helped increase customer satisfaction. The combination of Conversations and Answers spurred a better, more compelling way for ELARABY Group to engage with customers. Additionally, as reported by users, all complaints were addressed in a more efficient and clear manner. This digital transformation has not only enhanced the customer experience but also streamlined the company's operations.
数量效益
  • ELARABY Group’s monthly active users increased from 116 (in the first month) to more than 13,013 per month, according to December’s monthly active users in 2021.

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