Case Study: Rapido achieves better customer experience and delivery rates with Infobip omnichannel communications

Viber and omnichannel communications for elevated customer experience

Rapido faced unclear customer communications that led to poor user experience and unsuccessful package deliveries. The company needed a better way to send delivery updates, especially without limitations around Cyrillic characters, and turned to Infobip for omnichannel communications, including Viber.

Infobip helped Rapido use its web interface to send delivery notifications over Viber and combine multiple channels more effectively. As a result, Rapido improved customer satisfaction, achieved a 10–15% decrease in customer call center calls, and reached a 95% average parcel delivery rate.

Rapido

Nikolay Levi

Product Manager