Case Study: OpenSooq achieves 82% higher customer satisfaction with Infobip's WhatsApp Business API

OpenSooq 82% increase in Customer Satisfaction with WhatsApp Business API

OpenSooq faced a complicated customer verification process because SMS delivery was unreliable, making onboarding and password resets harder for users. To improve the experience, OpenSooq worked with Infobip and its WhatsApp Business API to provide a more seamless, familiar communication channel for customers.

Infobip implemented WhatsApp Business as a replacement for much of the SMS-based verification flow, enabling 100% deliverability and easier integration for the OpenSooq team. The results included an 82% increase in customer satisfaction, a 78% increase in agent productivity, a 60% decrease in password reset and verification complaints, and a 50% reduction in costs.

OpenSooq

Ossamah Basaita

VP of Products