Haptik
50 Case Studies
Case Study: StarHub Achieves Omnichannel Support and NPS Improvement with Haptik
A Haptik Case Study
How StarHub Powered Omnichannel Support with Haptik
StarHub, one of Singapore’s leading homegrown communication and digital services providers, wanted to improve omnichannel customer support and CX across messaging channels like Facebook and WhatsApp. Facing manual, inconsistent support processes, long wait times, and agents juggling multiple platforms, the company turned to Haptik’s chatbot and conversational support platform to scale service and improve customer experience.
Haptik implemented an AI assistant with 3,000+ intents and 50+ pre-built journeys across StarHub’s support use cases, including mobile, broadband, TV, and billing queries. The solution enabled smooth handoffs to agents and expanded to Facebook, website, and WhatsApp, helping StarHub cut support wait times by nearly half and improve NPS from -40 to +10 in under 8 months, with an 80% automation rate and a 125% NPS improvement overall.
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StarHub
Chris Lipman
Chief Customer Officer