Case Study: IRSA boosts customer engagement and NPS with Botmaker

IRSA boosts customer interaction 4x with Botmaker

IRSA, the largest real estate company in Argentina, faced the challenge of innovating customer interaction for its 14 shopping malls. They wanted to create a more personalized and automated experience for millions of monthly visitors. To address this, IRSA partnered with the vendor Botmaker to implement a WhatsApp chatbot service.

Botmaker developed a WhatsApp chatbot that initially handled general inquiries. The solution was later enhanced to include personalized, named assistants for each mall and features like notifications and gamification. This led to a 4x growth in customer interaction without increased costs, a significant 80-point increase in NPS, and a much faster transfer time for complex issues to human agents. Botmaker's solution successfully automated interactions while strengthening customer connections.

IRSA