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The mobile network operator collaborated with the customer support platform CommBox to establish WhatsApp as a communication channel, streamlining customer query resolution and achieving a remarkable 30% boost in agent productivity.
Inquiries resolved
by a bot
Conversations managed digitally
Calls redirected to WhatsApp
Increase in agent productivity
Inquiries resolved
by a bot
Conversations managed digitally
Calls redirected to WhatsApp
Increase in agent productivity
Founded in 1986 in Israel, mobile network operator Pelephone was the first to offer telecommunications service in the country. It is now so well-known across Israel that it is nearly synonymous with mobile phone service. The company employs 2,000 people and has 2.3 million subscribers.
SMS, WhatsApp, Facebook messenger, Facebook posts, Email, Interactive navigator
Large size (1000 – 5000+)
SMS, WhatsApp, Facebook messenger, Facebook posts, Email, Interactive navigator
Customer Service, Technical support
Large size (1000 – 5000+)
CommBox developed a unique self-service solution for telephone, connecting its contact center agents to one omnichannel platform.
The platform offers a single interface for managing all communications through artificial intelligence, AI chatbots and human agents. The self-service feature on messaging channels allows Clalit’s members instant and round-the-clock support on any channel such as WhatsApp, Messenger, and Instagram, whenever and wherever they need it.
“With CommBox’s omnichannel platform and WhatsApp Business API, we revolutionised the way we engage with people. By adopting digital channels, Pelephone became highly accessible to customers, who could reach us whenever they needed help. It was of the utmost importance for us to be present wherever our customers are, which drove us to adopt a digital strategy at scale. whenever it’s convenient for members”
Kineret Reuvenov, Division Director of Service, Pelephone
By adopting a digital strategy that included WhatsApp and working with CommBox, Pelephone successfully engaged with customers and reduced costs. Between March 2019–2020, Pelephone saw the following results:
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