Jio Fiber's Transformation with Haptik's WhatsApp Chatbot
Technology Category
- Networks & Connectivity - Ethernet
Applicable Industries
- Telecommunications
Use Cases
- Chatbots
About The Customer
Jio Fiber is a leading fiber-to-home internet broadband service provider. The company is committed to offering seamless support to its existing and potential customers. To achieve this, Jio Fiber sought to leverage technology to enhance its customer support services. The company aimed to provide faster resolution to routine queries, free up customer service agents to handle more complex issues, and reduce costs by deflecting a significant portion of top call driving queries on chat. Jio Fiber's commitment to improving its services led to its partnership with Haptik, a renowned tech company known for its expertise in enhancing customer support.
The Challenge
Jio Fiber, a fiber-to-home internet broadband service, was seeking to provide seamless support to its existing and potential customers. The company partnered with Haptik, a tech company known for its expertise in enhancing customer support, to build a WhatsApp chatbot. The challenges that Haptik faced included providing faster resolution to routine queries to enhance customer experience (CX), freeing up customer service agents to focus on more complex queries, and enabling a seamless experience while reducing costs by deflecting 70% of top call driving queries on chat.
The Solution
Haptik, as the world’s largest WhatsApp chatbot provider, leveraged its vast experience to help Jio Fiber improve its operational efficiency and achieve key business goals. The solution involved creating a new channel to handle customer support with a high degree of expandability. This allowed Jio Fiber to automate users’ most repetitive queries on their preferred channel of communication, minimizing the dependency on call centers and thus reducing costs. The chatbot empowered Jio Fiber's customers to self-serve, reducing the resolution time and enhancing the overall customer experience.
Operational Impact
Quantitative Benefit
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