Pelephone Telecom Boosts Agent Productivity by 2X with Lightning-Fast Service via WhatsApp

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.

90%

Inquiries resolved
by a bot

73%

Conversations managed digitally

37%

Calls redirected to WhatsApp

2X

Increase in agent productivity

90%

Inquiries resolved
by a bot

73%

Conversations managed digitally

37%

Calls redirected to WhatsApp

2X

Increase in agent productivity

About Pelephone

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.

Industry

Channels & Integrations

SMS, WhatsApp, Facebook messenger, Facebook posts, Email, Interactive navigator

Teams

Business Size

Large size (1000 – 5000+)

Use Cases

Live & automated support
Automated notifications
24/7 self-service
Bots on WhatsApp
Bot to Human handover
Satisfaction surveys
Technical support
Make a purchase

Industry

Channels & Integrations

SMS, WhatsApp, Facebook messenger, Facebook posts, Email, Interactive navigator

Teams

Customer Service, Technical support

Business Size

Large size (1000 – 5000+)

Use Cases

Live & automated support
Automated notifications
24/7 self-service
Bots on WhatsApp
Bot to Human handover
Satisfaction surveys
Technical support
Make a purchase

The Goal

Digital transformation at scale

The Solution

Embracing new technologies

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

The Result

Achieving CX efficiency

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:

37% of phone calls are redirected to WhatsApp messaging
2X increase in agent productivity, thanks to WhatsApp
90% of customer requests are resolved over self-service by a bot
73% of customer communication is managed on digital channels

Pelephone Telecom Boosts Agent Productivity by 2X with Lightning-Fast Service via WhatsApp

90%

73%

37%

2X

90%

73%

37%

2X

About Pelephone

Industry

Channels & Integrations

Teams

Business Size

Use Cases

Industry

Channels & Integrations

Teams

Business Size

Use Cases

The Goal

Digital transformation at scale

The Solution

Embracing new technologies

The Result

Achieving CX efficiency

Maximize Efficiency: Shift from Calls to Messaging

Book a demo

Maximize Efficiency: Shift from
Calls to Messaging