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Infobip > 实例探究 > Jazz 通过 WhatsApp Business 平台改善客户服务并降低成本

Jazz: Enhancing Customer Service and Reducing Costs with WhatsApp Business Platform

技术

平台即服务 (PaaS) - 应用开发平台
机器人 - 轮式机器人

适用行业

电信

适用功能

销售与市场营销

挑战

Jazz 是巴基斯坦最大的移动网络运营商，希望为其 5900 万用户提供自助服务选项，以增强整体客户体验。

关于客户

Jazz 是一家拥有超过 5900 万用户的电信服务公司。他们为预付费和后付费客户以及个人和企业客户提供服务。

解决方案

Jazz 集成了 Infobip 的 WhatsApp Business Platform，为其客户提供自助服务选项。客户可以向 WhatsApp 上的指定号码发送消息，并收到自动菜单选项以继续操作。

运营影响

The implementation of the WhatsApp Business Platform has significantly improved Jazz's customer service. Customers no longer have to visit service centers or call customer support to complete basic processes. They can now access billing information, generate invoices, and receive their tax certificates through WhatsApp. This has not only improved the customer experience but also reduced the operational costs for Jazz. The mobile network operator was able to reduce tax certificate call costs by 32% while recording a Net Promotor Score of 80/100. Additionally, the ease of use recorded by customers was 9.2/10, indicating high customer satisfaction.

数量效益

Over 250,000 customers have taken advantage of the Jazz WhatsApp self-service channel
Jazz has experienced 71,000 saved calls in three months
More than 100,000 tax certificates issued

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