Business Platform
PTCL Group
Creating a cost-saving, customer-friendly troubleshooting experience with WhatsApp Flows
Brand
WhatsApp Business Solution Provider
Pakistan’s national telecommunications company PTCL Group partnered with Eocean to offer an automated troubleshooting experience for customers on WhatsApp Business Platform, resulting in lower costs and faster, more reliable issue resolution.
31%
Decrease in complaints handled directly by the customer service team, attributed to automated troubleshooting enabled by WhatsApp Flows*
10%
Decrease in dispatch service requests, attributed to automated troubleshooting enabled by WhatsApp Flows*
34%
Of total customer complaints are now immediately diagnosed and resolved without the need for additional team support*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Pakistan's telecommunications provider
PTCL Group services landline, mobile and internet customers throughout Pakistan.
Their Goal
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A new approach to troubleshooting
To reduce manual troubleshooting, decrease customer wait times and save costs, the company implemented a new approach to addressing service questions and complaints with WhatsApp Flows: an API-based solution that helps businesses design and build customized user experiences within WhatsApp.
“PTCL Group is deeply committed to innovation and putting our customers first. The PTCL Complaint Registration System, with its automated troubleshooting feature, perfectly showcases how we’ve turned challenges into opportunities and created impactful solutions for not only our customers, but also internally for the organization. By automating complaint registration, tracking and resolution, we've achieved operational efficiencies and improved customer satisfaction.”
Syed Atif Raza
Group Chief Commercial Officer, PTCL Group
Their Solution
![[add alt text]](https://scontent.whatsapp.net/v/t39.8562-34/511849632_4358260204313084_5796989771095447909_n.jpg?stp=dst-webp&ccb=1-7&_nc_sid=73b08c&_nc_ohc=lV6E8Cs1MpsQ7kNvwFffF7j&_nc_oc=AdmHXKmqUNT7ADi4YPTMSj_Im25-4IYXDwlU9SD66_CmeXcdY3QHns3ws9kEt3qgYz8&_nc_zt=3&_nc_ht=scontent.whatsapp.net&_nc_gid=G6khzy_wI_e8yIchnOx0BA&oh=01_Q5Aa2AEGcd9q6WMFVA1nTPykeRmMYCP7gUNSyJ9QtvkUBpYhng&oe=6888CFAA)
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Automated customer support
Instead of its usual approach, which involved manual customer service chats and phone calls to customer service centers, the PTCL team partnered with Meta Business Partner Eocean to offer automated complaint registration flows within WhatsApp. Under the new approach, any PTCL customer can enter their information on the company WhatsApp channel’s Complaint Registration menu to initiate an automated troubleshooting process that’s tailored to their needs.
PTCL’s new user journey
- Complaint registration menu: The customer can access the menu in WhatsApp and is greeted with a welcome message and simple options related to their services.
- Service selection: The customer selects the service they’re having issues with (landline, internet or smart TV), triggering the backend system to check for previous complaints. If the issue has come up before, the system provides status and next steps. If it’s a new issue, the system collects more details based on the service to ensure the need is accurately addressed.
- Verification: The system runs a health check on the service and collects insights on the current status.
- Troubleshooting: The system guides the customer through personalized steps to troubleshoot their issue, and makes recommendations for how the customer can fix the issue from home.
- Service requests: If the customer can resolve the issue themselves, they move to the final step. If the issue remains unresolved, the system creates a service request requiring a PTCL employee to follow up in person.
- End: The customer receives a confirmation message with relevant details, including resolution timelines if an in-person followup is needed. Customers can also check the status of their service issue using the Complaint Status option in WhatsApp.
Their Success
Faster, more reliable support
The team measured performance over one year (December 1, 2023–November 30, 2024) compared to the previous year’s data and found that the automated troubleshooting experience outperformed its usual approach, with results including:
- 31% decrease in complaints handled directly by the customer service team, attributed to automated troubleshooting enabled by WhatsApp Flows*
- 10% decrease in dispatch service requests, attributed to automated troubleshooting enabled by WhatsApp Flows*
- 34% of total customer complaints are now immediately diagnosed and resolved without the need for additional team support*
- PTCL has applied automated WhatsApp journeys to other parts of its business as well, replacing traditional marketing channels such as SMS with automated messaging journeys to upsell customers on its “Speed Bolt-On” daily and weekend Internet speed-boost subscriptions, resulting in a reported 75% increase in annualized revenue for the product.*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“Our customers are our top priority, and we’re committed to making their experience better and more convenient. This innovative solution allows customers to troubleshoot, register complaints and track their progress instantly, all from the comfort of their WhatsApp. By making these processes faster and easier, we’ve reduced waiting times and ensured that issues are resolved more efficiently than ever before.”
Ahmad Kamal,
Group Chief Customer Care Officer
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