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Client Overview

A regional telecom provider based in Malaysia, this client is known for delivering reliable telecommunications services across the region. Operating in a highly competitive industry, the provider faced challenges in maintaining customer satisfaction and reducing churn due to inefficient customer support processes.

Challenges

  • Long Wait Times for Customer Service: Customers experienced extended delays when contacting support, leading to frustration.
  • Repeated Queries About Data Plans, Billing, and Network Issues:The support team was overwhelmed with repetitive inquiries, reducing efficiency.
  • High Churn Due to Poor Customer Experience: Dissatisfied customers were switching to competitors, impacting retention rates.

Our Solution

To address these challenges, the telecom provider implemented SMS Ninja, leveraging its AI-powered Salesforce SMS app to streamline multichannel support and enhance customer experience.

  • AI Chatbot for Plan Details, Recharge, and Complaints: An AI-driven chatbot integrated with Salesforce handled common queries about data plans, recharges, and complaints, providing instant responses.
  • Automated Billing Alerts & Payment Confirmations via SMS: Customers received timely SMS notifications for billing alerts and payment confirmations, reducing related inquiries.
  • WhatsApp Support for Instant Resolutions: SMS Ninja enabled real-time support via WhatsApp, allowing customers to resolve issues quickly.
  • Centralized Support Dashboard: The provider used a unified dashboard within Salesforce to monitor customer interactions, track query resolution, and analyze support performance.

Qualitative Results

Before
After
Reduction in Support Center Calls

Before: 80% high volume of repetitive calls overwhelmed the support team

After: 60% AI chatbot and automated SMS alerts reduced calls

Result: 70% increased operational efficiency and faster query resolution
Decrease in Customer Churn

Before: 40% poor customer experience led to high churn rates

After: 35% improved support processes reduced churn

Result: 50% enhanced customer retention and loyalty
Improvement in Customer Satisfaction

Before: 30% low CSAT due to long wait times and unresolved queries

After: 65% multichannel support and instant resolutions boosted CSAT scores

Result: 75% higher customer satisfaction and positive brand perception

Try the Ultimate Salesforce SMS & WhatsApp App for Telecom Services Now!

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