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Customer Stories

Two-way Communication using Whatsapp for Business Integration for Improved BPO support by Viva

The company provides end-to-end disbursement services, support, and document compliance to the BFSI and telecom sectors. According to the provider's project criteria, the company should use a telco business provider's

BPO-Remote Connectivity

Client

A well-known BPO company provides services to top-tier clients in various industries.

Requirement

The company provides end-to-end disbursement services, support, and document compliance to the BFSI and telecom sectors. According to the provider's project criteria, the company should use a telco business provider's GSM SIMs for their calls rather than VoIP. They were looking to add another communication channel for their customer support interaction.

Challenge

The telco business partner provides the SIM in accordance with the agreement, through which their entire domestic calling is carried out, but the company requires a few additional channels to resolve 100% of daily tickets. The current challenges without additional ticket channels are:

  • Text Ticket Support Management is not available.
  • Inefficient Multi-Channel Escalation system.
  • Unable to collect Customer Feedback.

Solution

Viva WhatsApp for Business Integration
We offered the Viva Conversational platform through WhatsApp integration, a two-way communication system. The system now helps company address real-time customer queries through messaging automation. The offered WhatsApp for business solution helps their customer in the following ways:

  • Support for their existing services.
  • Customers can create service requests.
  • Information on new products.
  • Follow-up on the registered complaint.
  • Automated transactional messages.
Viva specializes in voice & data solutions with a significant focus on Cloud Telephony, WhatsApp for Business, Contact Centers, Internet Leased Lines, Managed SD-WAN as a service, AI Voice bots, Chatbots & Work from home solutions for enterprises.

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Social Media eXperience

Client

A well-known BPO company provides services to top-tier clients in various industries.

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