Powered by global cloud communications platform Infobip, Indosat claimed that in less than six months the new chatbot has transformed the company’s customer service operations, and has increased customer satisfaction by 40 percent and growing revenues directly attributable to WhatsApp by fivefold in the first year.
"With 94.6 million subscribers, Indosat Ooredoo Hutchison focuses on providing an exemplary customer experience. Calling customer service is not free in Indonesia so many of the company’s subscribers search for help online and inundate its social channels," Indosat said in the statement.
"What’s more, with Covid-19 lockdowns, subscribers were unable to seek help or make purchases from its retail stores. So, Indosat Ooredoo Hutchison required a new service to respond to changing market conditions, provide continuity of service with stores closed, and answer diverse and numerous customer queries."
The high-powered chatbot covers over 200 individual use cases, including checking balances and remaining data quotas, downloading bills, and registering for value-added services.
"By integrating credit cards and e-wallets, the chatbot can also manage online bill payments, account top-ups, and telecom package purchases, enabling the new channel to generate revenue. If a query cannot be solved by the chatbot, customers are transferred to a customer service agent," the mobile phone operator said in the statement.
Since introducing Infobip’s chatbot, Indosat Ooredoo Hutchison claims in the statement that it has seen a 40 percent increase in customer satisfaction, with 70 percent of customers giving the chatbot the highest possible score. In year one, revenue directly attributable to WhatsApp has increased fivefold.