How Reliance Jio Fiber Amplified Support using WhatsApp

Industry

Telcom & IPS

Platform

WhatsApp

Live Since

November 2019

Product Used

Customer Care

Jio Fiber is a fiber-to-home internet broadband service by the world’s third-largest telecom provider, Reliance Jio Infocomm Ltd (popularly known as Jio), is a subsidiary of Reliance Industries Limited (“RIL”), a $150 billion conglomerate and one of India’s most valuable enterprises. 

In April 2020, Facebook acquired 9.99% shareholding in the company for an investment of $5.7 billion, and Google invested $4.5 billion, along with several investments from other companies making Jio one of the highest valued telco-to-internet companies globally. 

Business Goals

The primary objectives of deploying Jio Fiber WhatsApp IVA were:

  • Provide seamless support to JioFiber’s existing and potential customers 
  • Enhance customer experience by providing faster resolution to routine queries
  • Free up customer service agents to focus on addressing more complex queries
  • Deflect 70% of top call driving queries on chat to enable a seamless experience & reduce cost

Solution

Haptik deployed an Intelligent Virtual Assistant for JioFiber on WhatsApp which helped with: 

  • Creating a new channel to handle customer support with great expandability.
  • Automated repetitive queries on users’ most preferred communication channel.
  • Provided faster turnaround in query resolution resulting in improved customer service.
  • Reduced dependency on call centers and diminished costs

Key Use Cases

Business Impact

243K

User Conversations

32,000+

Man hours saved

13X

ROI achieved

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