Sinch WhatsApp for Customer Service
APIS
CHATBOT
WHATSAPP
MESSENGERS / SM
CCAAS
CONVERSATIONAL
SPECIALISED PROGRAMMATIC
STREAMLINING
SCALABILITY
CONTINUITY / RESILIENCE
ECONOMIC GAINS
REVENUE
CONTACT VOLUME
LEAD CONVERSION
OPERATIONAL COSTS
AGENT PRODUCTIVITY
CHATBOT %
AUTOMATED RESPONSES
CX SATISFACTION
RESPONSE TIME
EMPLOYEE SATISFACTION
Summary
Uruguayan football club Peñarol enhanced customer service and fan engagement using Sinch's WhatsApp Business API, reducing operational costs by 36%, decreasing response time by 78%, and increasing fan engagement by 60%.
Challenges
Wanted to improve and modernise its fan-base support and engagement, and improve customer service.
Solution
Peñarol enhanced customer service and fan engagement using WhatsApp Business API with Sinch for ticket sales and match updates.
Outcome
Reduced operational costs by 36%, decreased response time by 78%, and increased fan engagement by 60%, achieving scalability, continuity, and resilience.
Sources
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