Case Study: Harman International boosts customer experience with ValueFirst's WhatsApp-based conversational AI

Harman International handles 1M complaint resolutions with ValueFirst

Harman International, a consumer electronics company, sought to elevate its customer experience and increase engagement for its JBL brand. They partnered with the vendor ValueFirst to create a single conversational point of contact, aiming to provide a more scalable and cost-effective solution for their consumers.

ValueFirst implemented a human-like WhatsApp chatbot that natively incorporated JBL's brand language. This solution allowed customers to explore products, download brochures, and book appointments at experience centers. The results were significant, including over 1 million complaint resolutions, 25,000 warranty upsells, and 100,000 self-serve queries. This led to an increase in sales, improved Net Promoter Scores, and a faster customer response rate for Harman International.

Harman International