Case Study: Virgin Mobile UAE achieves higher CSAT and faster support with Sendbird

Virgin Mobile UAE dramatically increases CSAT with Sendbird

Virgin Mobile UAE, part of a leading telecommunications brand in the United Arab Emirates, needed to modernize customer support for its app-based business. With no physical stores and more than 1,000 support requests a day, the company wanted to replace traditional phone and email support with a 100% digital, native in-app chat experience. It also needed a more flexible support flow for customers and a unified, efficient interface for agents.

Sendbird provided the solution with its Chat API and Desk product, enabling embedded in-app messaging, omnichannel agent routing, quick replies, and proactive chat. Virgin Mobile UAE implemented it in just two weeks and saw CSAT rise from 91% to 96%, a 26% decrease in support requests, and agents handling up to six customers at once. The company also reports saving the equivalent of at least 35 full-time employees, while opening new revenue opportunities through proactive sales and retention outreach.

Virgin Mobile

Ozgur Gemici

Senior Manager