To deliver outstanding service and effectively engage with their Spanish speaking customers this Telecom giant collaborated with the [24]7 to introduce a new customer support channel.

WhatsApp was implemented as a primary communication channel, facilitating real-time, bilingual support. The implementation, which included integration with existing customer support systems to enhance operational efficiency, was completed in 180 days. Additionally, we implemented a continuous monitoring and feedback loop, and provided language and cultural training to our agents. This implementation not only revolutionized current interactions but also laid the foundation for future innovations in customer service.

WhatsApp enabled efficient communication through chat link generators, resolution of issues at first contact, and clear procedures for escalation to voice calls