Turn customer
service into a
growth engine
for giga
For mobile virtual network operators, optimising
customer service involves some tough decisions.
Every operator wants to provide the kind of service
that turns customers into loyal brand advocates. But
exceptional 24/7 service is very costly – especially
for businesses with thin margins.
giga has opted to keep costs down by maintaining
a lean service operation and involving its highly
engaged community in helping other members.
It’s a popular approach, but there is a risk that any
Answers can help giga to retain more members,
sell more, and be more protable. Here’s how:
With an Answers chatbot, you can provide helpful, empathetic service even during non-work hours.
Here are a few ways you can keep giga members happy with Answers:
Retain more members – with helpful, always-on service
Answer queries 24/7 with a
friendly chatbot that’s available
instantly – and store the
conversation history for your
agents to review if needed.
Escalate complex queries
with seamless handover
from chatbot to agent for
personalised attention
and fast issue resolution.
Build engagement with members in
their preferred channels, including
WhatsApp, Facebook Messenger,
Viber, Telegram, live chat, SMS, RCS,
and Google Business Messages.
time the service experience falls short of expectations,
members can easily switch to a competitor.
It doesn’t have to be that way. With Answers
from Infobip, giga can provide the kind of service
experience that community members want –
at a low cost and with minimal disruption.
Our next-generation, telco-born chatbot platform
doesn’t just keep customers loyal for longer. It can
help you sell more, too – turning customer service
from a cost centre into an engine of growth.
How other mobile
operators use Answers
Q&A chatbot
Use an FAQ chatbot to reduce inbound
call volumes. Customers love it because
they can get answers fast in their
preferred channels – and agents get
more time to deal with complex queries.
Digital assistant
Give automated interactions the human
touch with a smart, friendly virtual
assistant. It can help with top-ups and
balance checks, propose relevant oers,
and hand o complex queries to an agent.
Auto-onboarding
Provide a smooth and rapid customer
onboarding experience with automated
processes for number porting, SIM
registration, customer activation,
identity verication, and more.
Out-of-hours service
A lot of the tasks your customers
want to complete don’t need human
assistance. With Answers, tasks like
plan changes and upgrades can be
done with guided self-service outside
working hours.
When you oer a great experience, members will naturally want to buy – and buy more – from you.
Here are a few ways you can use Answers to turn customer service into a revenue engine:
The lower your costs, the more your service operation can contribute to giga’s bottom line.
Here are a few ways you can keep costs low with Answers – without impacting quality:
In our work with over 650 telcos worldwide, we’ve seen mobile operators use
Answers in many dierent ways. Here are four of the most popular use cases:
Drive more sales – by making selling and buying easier
Improve protability – with low-cost automation
Generate demand by
qualifying prospective
members and showcasing
products that match
their interests.
Oer another self-service option
for basic requests like top-ups,
account balance checks, and
number porting.
Increase revenues by making
relevant upsell and cross-sell
oers via the chatbot – such
as a bigger goody bag or
refurbished device.
Make rapid cost savings by
using our simple, drag-and-
drop tools to build
chatbots fast.
Make buying easy with frictionless
identity verication and simple
questions rather than tedious forms
for processes like payments, goody
bag changes, and upgrades.
Avoid nancial surprises
with a clearly priced package
tailored to giga’s
specic needs.
I'd like to upgrade
my account!
Pakistan’s leading mobile operator wanted to oer digital self-service
to enhance the customer experience for its 68 million subscribers.
Using Infobip’s WhatsApp API, they made WhatsApp the self-service
channel for postpaid and prepaid customers, enabling them to check
their balance, package and billing details, get their tax certicates, top
up their account, or pay their bills.
The result? Faster, easier service for customers –
and 32% lower service costs for Jazz.
Faster customer service
and 32% lower costs
Customer spotlight: Jazz
Deep industry roots: We’ve worked with telcos for
12 years and have over 650 telco partners. Our direct
relationships mean there’s no middleman, so you get
a stable service at a low cost.
Comprehensive engagement platform: Should you
need them, Answers integrates seamlessly with our
cloud contact center solution (Conversations) and
intelligent marketing platform (Moments).
Outstanding support: Get 24/7 help from our
experienced and dedicated support team, and get
on the fast track to creating your rst chatbot with
an Infobip conversational design workshop.
Why choose Infobip?
Want to know more?
Contact your Infobip telco practice
lead Eleanor Manning at
eleanor[email protected].
