Business Platform
Pelephone
Serving customers efficiently with the WhatsApp Business API
Brand
The Israeli mobile network operator worked with customer support platform CommBox to set up WhatsApp as a communication channel to easily address customer queries, and saw a 30% increase in agent productivity.
37%
of phone calls redirected to WhatsApp messaging
30%
increase in agent productivity after adding WhatsApp
*Results are unique and are provided by the featured business. Success story results will vary, as they depend on a variety of factors.
Their Story
A reliable connection
Founded in 1986 in Israel, mobile network operator Pelephone was the first to offer telecommunications service in the country. It is now so well-known across Israel that it is nearly synonymous with mobile phone service. The company employs 2,000 people and has 2.3 million subscribers.
Their Goal
____
A digital transformation
Pelephone had always provided customer service over the phone, but it wanted to find a way to engage with people that both reduced service costs and shortened response times. To do this, it turned to digital communication channels to deliver a better customer experience.
Their Solution
____
Embracing new technologies
Pelephone worked with customer support and messaging expert CommBox to launch WhatsApp as a new communication channel, as the messaging platform is the most popular among customers in Israel. Pelephone relied on an automated WhatsApp-powered digital assistant to respond to customer queries—in the event that a customer’s query cannot be resolved via WhatsApp chat, they are referred to a live agent.
Pelephone’s customer service agents were trained to use WhatsApp, which allows them to communicate with multiple customers simultaneously. With more customers choosing to interact with the mobile network provider via WhatsApp, Pelephone reduced the workload for its call centres and resolved customer queries more quickly. Customers could opt in for Pelephone’s WhatsApp services via its website, app, contact pages and social media.
Their Success
Greater efficiency
By adopting a digital strategy that included WhatsApp and working with CommBox, Pelephone successfully engaged with customers and reduced costs. Between March 2019–2020, Pelephone saw the following results:
- 37% of phone calls redirected to WhatsApp messaging
- 30% increase in agent productivity, thanks to WhatsApp (from 60 inquiries to 102 inquiries)
*Results are unique and are provided by the featured business. Success story results will vary, as they depend on a variety of factors.
With CommBox’s omnichannel platform and WhatsApp Business API, we revolutionized the way we engage with people. By adopting digital channels, Pelephone became highly accessible to customers, who could reach us whenever they needed help. It was of the utmost importance for us to be present wherever our customers are, which drove us to adopt a digital strategy at scale.
Kineret Reuvenov
Division Director of Service, Pelephone
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