Case Study: Edenred achieves 96% lower wait times and better customer satisfaction with Infobip

Edenred UAE Transforming customer service over WhatsApp with Conversations and Answers

Edenred UAE needed new tools, channels, and automation to keep up with a growing customer base and improve support efficiency. To address this, Edenred worked with Infobip, using Conversations and Answers to transform customer service over WhatsApp and better manage both simple and complex queries.

Infobip implemented a cloud contact center and chatbot solution that automated common questions and routed more complicated issues to agents. The results were significant: 69% of chats were self-serviced, more than 30,000 chats were handled on WhatsApp, average wait time dropped by 96%, and customer satisfaction improved.

Edenred

Abdullah Khan

Customer Service Team Lead