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9 Pelephone logo COMMBOX

Pelephone Telecom aumenta a produtividade dos agentes em 2 vezes com o serviço rápido via WhatsApp

O operador de rede móvel colaborou com a plataforma de apoio ao cliente CommBox para estabelecer o WhatsApp como um canal de comunicação, simplificando a resolução de questões dos clientes e conseguindo um aumento notável de 30% na produtividade dos agentes.

9 PELEPHONE-omnichannel-communication-service-commbox

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.

Indústria

Canais e integrações

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

Equipas

Dimensão da empresa

Tamanho grande (1000 - 5000+)

Casos de utilização

  • Apoio em direto e automatizado 
  • Notificações automáticas
  • Autosserviço 24/7
  • Bots on WhatsApp
  • Transferência de bot para humano
  • Satisfaction surveys
  • Technical support
  • Make a purchase

Indústria

Canais e integrações

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

Equipas

Customer Service, Technical support

Dimensão da empresa

Tamanho grande (1000 - 5000+)

Casos de utilização

  • Apoio em direto e automatizado 
  • Notificações automáticas
  • Autosserviço 24/7
  • Bots on WhatsApp
  • Transferência de bot para humano
  • Satisfaction surveys
  • Technical support
  • Make a purchase

O objetivo

Digital transformation at scale

A solução

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

O resultado

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

Maximize Efficiency: Shift from
Calls to Messaging

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