“Customer Satisfaction, Our Priority”—It is Opay’s top customer service principle, and it’s also the key to Opay’s success in various emerging markets.
As a one-stop financial service platform, Opay provides payments, transfers, savings, loans and other essential services for users, provides the POS service for agents and the acquiring service for merchants. In other words, Opay well satisfies different financial requirements for different groups.
Currently, OPay boasts of over tens of millions of users, agents and merchants just in Nigeria, and is also popular among customers in other emerging markets like Mexico, Egypt, Indonesia, Pakistan etc.
As for financial service providers, it’s extremely essential to ensure customers’ smooth transaction process and fund security. Therefore, it’s highly necessary for Opay to provide instant and accessible service to customers, so that they can turn to agents for help when they encounter some common issues or emergencies.
Except for service, Opay also has the requirement of proactively contact customers for marketing. For instance, Opay needs to send notifications and questionnaires sometimes to keep customers informed and get feedback from them, so that it can offer better services to retain old customers and attract new customers, ultimately driving business growth.
With demands of both service and marketing, Opay urgently needed an all-in-one customer contact platform, in which the two demands can be met at the same time. After assessing various customer contact systems, Opay decided to collaborate with Sobot.
Sobot provided Opay with a comprehensive customer contact solution, with integration with various channels to serve customers more conveniently and WhatsApp Business Account to do proactive marketing. With Sobot’s solution, Opay has effectively established connection with customers around the world. Consequently, Opay has witnessed obvious improvement in offering high quality aftersales service and promoting marketing conversion.
Provide Omnichannel Customer Service with Sobot’s United Platform
Based on the channels where Opay’s customers come from, Sobot provided Opay with an omnichannel customer service solution—Opay could receive customers from different channels in the united customer service platform of Sobot.
Online: Integrate with Mainstream Social Media to Receive Customers
Sobot seamlessly integrates all of OPay’s online messaging channels into a unified platform, with social media channels like Facebook and Instagram at its core.
Users can contact customer service agents through every channel, and their information in the social media can also be recorded and shown to the agent in Sobot’s united platform. In this way, agents are able to handle inquiries from different channels without switching among different workbench, ensuring that they can consistently and efficiently deliver quality service to every customer.
Email: Introduce Ticketing System to Promote Problem Solution
Email is another frequently used channel for customers to turn for help. Everyday there are tens of thousands of customers choose to send emails to Opay for problem consultation, which has caused great workload and pressure for agents.
To improve the efficiency of email customer service, Sobot introduced ticketing system, in which all customers’ emails would be transferred to Sobot’s platform in the form of tickets. Sobot’s ticketing system equips OPay’s agents with the capability to efficiently oversee support operations across multiple channels, including various email inboxes. This empowers OPay’s agents by providing access to comprehensive customer context and essential tools, such as order history, loyalty status, and web activity data, enabling them to offer quicker and more personalized service.
If agents can’t solve the problem posed by customers, the tickets will automatically flow to other people in charge or even other departments, relieving Opay from switching among various departments and email systems. In this way, Opay has successfully improved its problem solution efficiency.
Voice: Set Intelligent IVR to Improve Customer Satisfaction
For customers who have encountered some urgent issues, calling the hotline must be the most effective way to turn for help.
Faced with tens of thousands of calls every day, Opay attaches great importance to high concurrency and high connection rate to ensure customers’ satisfaction. To achieve this goal, Sobot’s operation team helped Opay set intelligent IVR and routing, greatly relieving agents’ reception pressure.
With the self-service function of IVR, about 60% customers could solve the problems by themselves before turn to human agents. And when they need agents’ help, the intelligent IVR and routing can assign their calls to agents in charge of the certain issue accordingly, making sure that customers’ problems could be sorted and then be addressed by the most suitable and professional agents. As a result, Opay’s customer satisfaction has increased largely.
Create WhatsApp Business Account for Marketing with the Help of Sobot
Apart from daily customer service, Opay also proactively engages in marketing, hoping to further improve conversion rate. Given that WhatsApp enjoys the largest coverage of users around the world and is convenient to realize instant messaging, Opay chose to reach to customers through mass messaging by WhatsApp.
As an authorized WhatsApp Business Solution Provider (BSP) officially certified by Meta, Sobot facilitated Opay in obtaining a WhatsApp Business Account with a verified green tick. That means, Opay could send bulk messages without the risk of being banned or blacklisted by Meta, ensuring customers could receive the marketing messages of Opay.
Leveraging Sobot’s WhatsApp Business API, OPay could easily import their existing customer data and label them, enabling to send highly targeted promotional messages. According to Opay’s staff, it’s evident that mass marketing messages delivered through the WhatsApp Business API achieved an impressive 85% reading rate.
With Sobot’s service plus marketing solution, Opay has increased its customer satisfaction from 60% to 90%, reduced its overall cost by over 20% and witnessed a 17% increase in conversion rate.
Want to further explore the combined effect of customer service and marketing? Contact Sobot to have a free trial for the omnichannel customer contact center!
