Omni-channel customer support via one platform
WHATSAPP
MESSENGERS / SM
LIVE CHAT
EMAIL
VIBER
CCAAS
PLATFORM
SPECIALISED PROGRAMMATIC
STREAMLINING
ENHANCED TRACKING
OPEN / READ RATES
RESPONSE RATES (CTR)
OPERATIONAL COSTS
Summary
Digital marketplace Beam&Go in APAC partnered with Infobip to unify communication channels, improving agent response times by 100% and reducing operational costs by 30%, enhancing customer experiences for 286,000 users.
Challenges
Beam&Go faced long response times, siloed data, and multiple communication platforms, needing a unified solution to streamline operations.
Solution
Beam&Go implemented an omni-channel customer support solution with Infobip, integrating voice, SMS, WhatsApp, and email communications.
Outcome
Improved agent response times by 100%, reduced operational costs by 30%, and enhanced customer experiences through streamlined operations and centralized data management.
Sources
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