Case Study: Oplo accelerates digital customer engagement with Webio

Oplo Accelerates Digital Customer Engagement with Conversational SMS

Oplo, a UK consumer lender, faced an overreliance on traditional call centers, which was overwhelmed by a surge in customer inquiries during the pandemic. They needed a swift, scalable communication channel to handle thousands of queries and maintain positive customer relationships. To address this, they partnered with Webio to implement conversational messaging and AI-powered chatbots.

Webio designed and deployed conversational SMS bots to proactively engage with customers, allowing them to self-serve for processes like payment holidays. The solution blended automation with human agents, enabling seamless handoffs for more complex issues. This approach by Webio led to a 70% response rate on outreach, a 90% reduction in agent handling times for key processes, and allowed 52% of conversations to be completed via automation, drastically improving efficiency and customer engagement.

Oplo

Richard Sharp

Managing Director - Consumer Division