Case Study: OPay achieves 90% customer satisfaction with Sobot’s omnichannel customer service solution

Opay Enjoys 90% Customer Satisfaction with Sobot’s Solution

OPay, a major one-stop financial service platform operating in emerging markets, faced the dual challenge of providing instant, accessible customer service for its millions of users while also needing a platform for proactive marketing outreach to drive growth. To meet these needs for both service and marketing, OPay sought an all-in-one customer contact solution and chose to partner with the vendor Sobot.

Sobot implemented its omnichannel customer service platform for OPay, integrating social media, a ticketing system for emails, and an intelligent voice IVR. Sobot also provided a WhatsApp Business Account for targeted marketing campaigns. As a result of implementing Sobot's solution, OPay increased its customer satisfaction rate from 60% to 90%, reduced overall costs by over 20%, and witnessed a 17% increase in conversion rate.

OPay