Business Platform
K-Electric
Engage customers with readily available self-managed service
Brand
WhatsApp Business Solution Provider
K-Electric develops an automated chatbot in WhatsApp that allows customers to self-manage their accounts digitally, ensuring faster service while reducing call center volumes. Customer enthusiasm drives increased engagement and enrollments in e-billing.
90%
of common customer inquiries can be resolved via WhatsApp
32%
reduction in call center volumes attributable to WhatsApp
15%
increase in e-billing enrollments via WhatsApp
50,000+
customers subscribed to the WhatsApp channel in two months
*All results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Bringing power to millions
As the only vertically integrated power utility in Pakistan, K-Electric generates and distributes the electricity that allows over 20 million people to live and work safely. Serving industrial, commercial, agricultural, and residential consumers in and around the city of Karachi, K-Electric works toward 24/7 availability – operating 63 physical and mobile service centers, around-the-clock helpline, and customer care channels over social media.
Their Goal
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Recharging customer service
K-Electric saw 15 percent of its customers still visiting service centers or calling the helpline for simple account management, causing delays for in-person customers and longer phone queues. Wanting to improve the speed and quality of its service, the company needed an easy-to-use, readily available communications channel to encourage more customers to perform basic tasks online.
Their Solution
WhatsApp self-service menu reduced call center volume by 32%
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A self-service chatbot available 24/7
Understanding that WhatsApp is widely used throughout Pakistan, K-Electric (KE) partnered with Infobip, a global communications platform, to develop an automated self-service chatbot powered by WhatsApp Business Platform.
KE promoted the new chatbot over social media channels, email and SMS messages, and even through an employee referral campaign. Customers in service centers also saw ads promoting the WhatsApp channel with QR codes linking to the chatbot.
Scanning the code allows customers to connect with a menu of common tasks, such as inquiring about statements, addressing technical or billing issues, or sharing tax certificates. The company estimates that the chatbot is able to resolve roughly 90 percent of the most common inquiries within only a few clicks – with calls to the helpline reduced by 32 percent.
“Allowing customers to manage their accounts over WhatsApp, a channel they trust, has increased our overall digital interactions by 65 percent. Each of the up to 350,000 active sessions held over WhatsApp every month is an opportunity to build higher-quality relationships with our customers. Through our chatbot powered by Infobip, we’ve put high-speed, excellent services right at our customers’ fingertips, at any time.”
Huma Yahya
Head of Customer Experience, K-Electric
Within two months of launching, over 50,000 customers subscribed to WhatsApp. When the company promoted e-billing over WhatsApp, enrollments increased by 15 percent.
Customers are excited by the 24/7 convenience of using the chatbot, sharing that WhatsApp is their preferred way of accessing customer service. As one satisfied customer says, “I tell all my friends that this is the fastest way to connect with KE – no other utility company makes themselves as available for customers right now.”
KE estimates that roughly 90 percent of the most common inquiries can be resolved by the chatbot
Their Success
Providing an automated self-service channel over WhatsApp has increased customer engagement online, reducing volumes at the helpline while generating interest in digital services such as e-billing.
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High subscription rates
- 90% of common customer inquiries can be resolved via WhatsApp
- 32% reduction in call center volumes attributable to WhatsApp
- 15% increase in e-billing enrollments via WhatsApp
- Over 50,000 customers subscribed to the WhatsApp channel in two months
*All results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“With our chatbot building platform Answers, K-Electric has transformed the way they deliver customer support. Together, we enabled K-Electric to move toward 24/7 accessibility while alleviating the costs associated with backlogs at service centers and the helpline. We look forward to continuing our development of use cases with K-Electric to help them deliver the best customer experiences in the future.”
Zeid Shubailat
Sales Director, Infobip
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