Case Study: Najm achieves faster customer support with LivePerson and WhatsApp

NAJM cuts response times from 3 hours to 15 minutes with LivePerson

Najm, a major motor vehicle insurer in Saudi Arabia, faced a slow and outdated claims process reliant solely on phone support, leading to customer complaints and response times of up to three hours. To address this, they partnered with vendor LivePerson and their local partner BAB to implement a customer experience transformation using WhatsApp messaging and AI-powered chatbots.

The solution involved deflecting calls from traditional IVR to WhatsApp, allowing customers to open claims and submit information via the messaging app. Using LivePerson's conversational automation, Najm reduced average response times to just 15 minutes, achieved 60% contact center cost savings, and now handles 40% of its monthly conversations through messaging. This transformation earned Najm several industry awards for customer service.

NAJM