Haptik > Case Studies > Jio Digital Enhances Customer Experience with Haptik's WhatsApp Chatbot

Jio Digital Enhances Customer Experience with Haptik's WhatsApp Chatbot

Technology Category

Networks & Connectivity - 5G
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Telecommunications

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Chatbots

About The Customer

Jio Digital is a digital platform by Jio, a leading telecommunications company in India. The platform is known for its affordable pricing, high-speed internet, and extensive coverage across the country. Jio Digital has a large and diverse customer base, highlighting the importance of a robust digital infrastructure to bridge the digital divide and provide access to digital services to all. The platform offers a wide range of services and has a significant customer base, making it a fascinating case study in the telecommunications industry.

The Challenge

Jio Digital, a leading telecommunications platform in India, faced the challenge of maintaining exceptional customer experiences while catering to a diverse and extensive customer base. The company recognized the importance of personalization and quick, accurate query resolution to set themselves apart in the competitive telecom industry. However, the sheer volume of customers and the need for efficient, personalized responses posed a significant challenge. The company needed an agile solution that could promptly respond to customer queries, prioritize efficiency, and deliver accurate solutions. Furthermore, the solution had to be designed to deliver personalization, a key differentiator for Jio Digital.

The Solution

To address these challenges, Jio Digital partnered with Haptik to develop a WhatsApp chatbot. This chatbot was designed to deliver swift responses to customer queries, thereby enhancing the customer experience. Haptik’s Proactive Messaging feature was also utilized to initiate seamless conversations with users. The chatbot was integrated with over 900 unique intents and more than 7000 variations to facilitate seamless customer interactions. It was also used to send 25 million proactive messages daily to nudge users for top-ups, recharge reminders, birthday offers, and engagement during live games. The chatbot also played a crucial role in new customer acquisition for Jio Fiber and 5G, acquiring 8000 new customers daily. It facilitated an end-to-end 5G customer lifecycle from lead generation to buying a 5G device, porting into Jio, browsing and buying plans, and customer care.

Operational Impact

By adopting a digital-first approach and collaborating with Haptik to create a powerful WhatsApp communication plan, Jio Digital significantly improved its customer service. The chatbot was able to address low-touch, straightforward queries around the clock, reducing call center volume and improving response times. This led to a boost in customer satisfaction. The smart use of WhatsApp proactive messages also opened new doors for Jio Digital in terms of lead generation and acquisition. The success of this initiative demonstrates Jio Digital's commitment to delivering exceptional experiences and staying ahead of the curve in the competitive telecom industry.

Quantitative Benefit