Case Study: Lenovo Reduces Call Center Costs and Boosts Customer Satisfaction with Bird

Lenovo reduces inbound call center costs by 35% while increasing customer satisfaction with Bird

Lenovo, the global technology powerhouse, wanted to improve customer support for its tech-savvy users while reducing pressure on its call centers. The company needed a more flexible messaging-first experience than its previous vendor could provide, including the ability to connect with backend systems and offer real-time updates through WhatsApp using Bird’s Flows product.

Bird helped Lenovo migrate its existing WhatsApp channel without disruption and build new support experiences for IVR deflection, repair status updates, and troubleshooting with Lenovo’s virtual assistant. The results were strong: Lenovo served 450,000 WhatsApp support customers in eight months, achieved 67% “extremely satisfied” customer ratings, and reduced inbound call center costs by 35%.

Lenovo