Case Study: Jio boosts customer satisfaction and retention with Haptik

How Haptik enabled customer support automation for the World's 3rd largest Telecom

Jio Digital, a major Indian telecommunications platform, sought to provide exceptional and personalized customer experiences to its diverse user base. The challenge was to resolve a high volume of queries quickly and accurately while also driving user engagement and retention. To address this, Jio partnered with vendor Haptik to develop an agile solution on WhatsApp.

Haptik implemented a comprehensive WhatsApp chatbot that integrated over 900 unique intents to handle customer interactions. The solution included proactive messaging for reminders and offers, and it managed an end-to-end customer lifecycle for new acquisitions. This partnership yielded significant results for Jio, including handling 34 million conversations, sending over 5 billion notifications, and acquiring 8,000 new customers daily, which reduced call center volume and boosted overall customer satisfaction.

Jio