edna helped Tele2 Kazakhstan automate communication with customers in WhatsApp

2024: Automation of Customer Communication on WhatsApp

Edna helped Tele2 Kazakhstan automate communication with customers in WhatsApp. Edna announced this on November 14, 2024

Digital channels account for 15% of all customer requests to the company

Tele2 Kazakhstan It occupies a 60 percent market share of mobile operators in the republic and, together with the brand Altel , is part of Mobile Telecom-Service. Large coverage requires a carefully built system of communication with customers and uninterrupted technical support. This requires digital text communication channels - more convenient and modern than a voice line. Thanks to the implementation WhatsApp Business API , the mobile operator provides its customers with quick service support in a convenient and secure digital channel.

Before the start of the project, Tele2 Kazakhstan had a user version of WhatsApp connected. The messenger could not be integrated with CRM, it was impossible to use one account on devices of different employees. Therefore, Tele2 Kazakhstan has connected WhatsApp Business API - a special solution for business communication with customers, which allows you to make mass mailings and automate communications.

We need WhatsApp to provide a modern service to customers. The world is digitalized, and if people used to solve their questions through a call to a contact center, now they increasingly prefer to write to the messenger and wait for an answer - this is much more convenient, "said Bibish Ashaeva, head of the forecasting and telephone sales department, Tele2 Kazakhstan.

It is critical that the messenger provider promptly fixes any problems and has the ability to identify and eliminate massive problems, for example, when messages from customers are not received or the chatbot does not respond to requests.

In case of malfunctions of the Tele2 solution, Kazakhstan can send an edna application to the mail. The case is automatically registered, the company receives a message indicating the expected time to respond and resolve the problem. Accidents that affect the quality of communication are eliminated around the clock.

Thanks to the integration with CRM, which is possible for the WhatsApp Business API, the company connected a chatbot and automated user verification processes. Among the technical support scenarios that are successfully implemented in WhatsApp are restoring access to the phone number, resuming communication services, solving problems with roaming, notifying users about massive problems, supporting an online store available in the company's mobile application, "said Nikolai Wand, product owner in edna.

Tele2 Kazakhstan customers can find the WhatsApp widget on the site, on social networks and in the operator's mobile application. You can contact the messenger for any questions related to the number, SIM-card, operator services, online store. Customer requests in digital channels account for 15% of the company's traffic. Tele2 Kazakhstan notes that the CSI (customer satisfaction index) in WhatsApp is 2% higher than in the voice line.