Case Study: K-Electric achieves 90% increase in digital penetration with Infobip WhatsApp chatbot

K-Electric 90% increase in digital penetration with WhatsApp chatbot powered by Infobip

K-Electric wanted to strengthen customer experience and improve accessibility by scaling its digital presence, and partnered with Infobip to launch a scalable, customizable self-service chatbot on WhatsApp. The goal was to make common customer tasks easier and reduce reliance on calls and visits to service centers.

Using Infobip’s WhatsApp chatbot solution, K-Electric enabled customers to resolve issues, get power-supply information, and download bills through a familiar channel. The results included a 90% increase in digital penetration, 45% of all digital interactions moving to WhatsApp, and 8,000 bill downloads per day, helping improve customer satisfaction and journey efficiency.

K-Electric

Huma Yahya

Head of Customer Experience