Case Study: Mukuru achieves faster customer service and lower costs with Infobip WhatsApp Business Platform

Mukuru Faster customer service and reduced costs with WhatsApp Business Platform

Mukuru, a leading financial services provider serving more than 17 million users across Africa, Europe, and Asia, needed to move customers away from cash reliance and encourage digital wallet adoption while improving accessibility and reducing the cost of customer communications. To do that, Mukuru turned to Infobip and the WhatsApp Business Platform to create a more convenient, interactive channel for money transfers and service access.

Infobip helped Mukuru implement a WhatsApp chatbot, integrate contact center support, and use Moments and WhatsApp Flows to streamline onboarding and transactions. The results were strong: active customers grew from 4,000 to 129,000, WhatsApp campaigns achieved over 92% read rates, drop-off rates were cut in half in Botswana, and costs were reduced by 15% on reverse billed USSD and 5% on transactional SMS.

Mukuru

Oliver O’Brien

Group Executive Head of Strategy and Business Development