Case Study: Jawa HR reduces call center load with Unifonic's conversational support solution

Jawahr - Customer Case Study

Jawahr, a leading provider of human resources solutions in Saudi Arabia, faced significant customer service challenges. Their manual, paper-based processes were inefficient and prone to error, while their call center was overwhelmed, missing 7% of thousands of daily calls. They partnered with Unifonic to implement a more unified and automated communication strategy to improve customer satisfaction and operational efficiency.

Unifonic implemented a conversational support solution featuring a WhatsApp chatbot to handle routine queries. This consolidated multiple channels into a single platform and provided a centralized dashboard for oversight. As a result, Unifonic helped Jawahr reduce its monthly call volume from 12,000 to 4,300, a 64% decrease. Response times improved to 4.5 seconds, and missed calls dropped from 7% to under 4.5%, significantly enhancing efficiency and customer experience.

Jawahr

Tarek Nounou

Marketing Manager