Case Study: Readmoo achieves 20% higher customer service productivity with Infobip

Readmoo Scaling customer service and improving agent productivity with a unified contact center solution

Readmoo, a pioneer in the traditional Chinese eBook market, needed a faster, more consistent way to handle growing customer inquiries across Email, Voice, and Messenger as its global user base expanded. With separate channels causing delays and forcing customers to repeat information, Readmoo looked for a scalable customer service solution, and chose Infobip’s contact center and customer data platform capabilities.

Infobip implemented Conversations and People CDP to unify support workflows, consolidate customer data, and give agents a single view of each customer’s history. The result was shorter wait times, better internal collaboration, and a measured 20% increase in customer service team productivity, helping Readmoo improve service quality without adding resources.

Readmoo

Lulu Liu

Customer Service Team Manager