OpenSooq: Enhancing Customer Satisfaction and Agent Productivity with WhatsApp Business API
Technology Category
- Networks & Connectivity - 5G
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Electronics
- Transportation
Applicable Functions
- Logistics & Transportation
- Quality Assurance
Use Cases
- Last Mile Delivery
Services
- System Integration
About The Customer
OpenSooq is a leading classifieds platform in the Middle East, headquartered in Jordan with four regional offices. The platform, which receives over 2 billion monthly pageviews, connects buyers and sellers in real-time for various transactions, including selling and buying of items, getting a service, or finding a job. The platform is trusted by over 45 million unique people and businesses, facilitating the sale of over USD 25 billion worth of items annually. OpenSooq offers a wide range of products, including cars, real estate, home furniture, and electronics, among other services. Users can also find their dream job or provide professional services through the platform.
The Challenge
OpenSooq, a leading mobile-first classifieds platform in the Middle East and North Africa, was facing a significant challenge with its customer on-boarding process. With over 45 million unique users, the company's verification process was complicated due to the unreliability of SMS delivery in the region. This was a major concern for OpenSooq as it aimed to provide a seamless and cost-effective customer on-boarding experience. The company was heavily dependent on SMS for verification, which was proving to be unreliable. OpenSooq was in need of an alternative customer on-boarding, verification, and service process that would offer reliable, dependable, and cost-effective communication.
The Solution
OpenSooq found a solution in the integration of the WhatsApp Business API, facilitated by Infobip, a trusted partner with a robust infrastructure. The WhatsApp Business API enabled OpenSooq to engage with their customers at every touch point of their journey, from verification and password reset to agent interaction. The platform was chosen because it was already trusted and widely used by their customers. Initially, WhatsApp Business was to be used as a solution to OpenSooq’s SMS verification process. However, the daily use of the platform revealed the benefits of having it as a trusted channel of communication between agents and customers. As customers were comfortable using WhatsApp, they were more willing to engage over the channel to resolve issues.
Operational Impact
Quantitative Benefit
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