85% of Internet users in Germany use WhatsApp on a daily basis. We’ll explore how Vodafone Germany enhanced its customer service process through WhatsApp Business.
Vodafone Group is a British multinational telecommunications conglomerate, with headquarters in London and Newbury, Berkshire. Moreover, It predominantly operates services in the regions of Asia, Africa, Europe, and Oceania.
Vodafone Germany is the number one telecommunications provider in Germany. They offer fixed broadband, mobile communications, Internet and TV services. They receives more than 30 million calls from customers every year. Vodafone Germany has 6.8 million fixed-line customers, 7.6 million TV customers and more than 47 million SIM cards in use.
Vodafone Germany had a challenge, which was to make its call center more efficient and provide better customer service. Instead of using multiple channels to connect with customers, WhatsApp Business came into play and was integrated to give customers the option of communicating through a single messaging channel.
Most of Germans (85%) use WhatsApp on a daily basis. Which constitutes a convenient opportunity. Employing the WhatsApp Business API, Vodafone Germany looked to get higher customer satisfaction (CSAT) scores and enhance its customer service process by offering a single communication channel.
Vodafone Germany integrated the WhatsApp Business API on November 14, 2018 to streamline customer communications, and achieved the following results:
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