Case Study: Virgin Mobile achieves 100% digital customer support with Sendbird

Virgin Mobile UAE Keeps Customers Engaged With On-demand Mobile Support Using Sendbird Desk

Virgin Mobile UAE, part of the Virgin Mobile brand in the UAE, wanted to deliver a 100% digital customer support experience inside its mobile app. Faced with over 1,000 daily support requests and a need to move beyond phone and email, the company looked for a way to offer real-time, in-app chat that felt flexible and conversational for customers while also giving agents a faster, more intuitive way to handle support across multiple channels.

Virgin Mobile UAE chose Sendbird, implementing Sendbird Chat and Sendbird Desk to power embedded in-app messaging, multi-channel agent routing, quick replies, and proactive chat outreach. The result was a fully digitized support experience that cut first response times to seconds, improved CSAT from 4.5 to 5/5, delivered a 100% customer satisfaction rating during COVID-19, and helped Virgin Mobile win an innovation award.

Virgin Mobile

Ozgur Gemici

Senior Manager