Learn about Claro Chile
AT Claro Chile technical visits were the main pain point. Without predictability, customers overloaded the Contact Center seeking status updates. This operational gap between field logistics and the end user generated high costs and a fragmented support experience.
Challenges faced by the company
Before implementation, Claro Chile’s technical visit scheduling journey faced operational bottlenecks:
- Customer Uncertainty: lack of clarity about the technician’s exact arrival time.
- Support Overload: high volume of calls to the contact center just to check visit status.
- High Operational Cost: frequent rescheduling and a high rate of customer no-shows at visit time.
- Fragmented Experience: lack of a single, direct communication channel.
Solutions:
In partnership with Blip, Claro Chile implemented “Where is My Tech?”, a complete, end-to-end automated conversational journey within WhatsApp.
The solution uses utility messages to orchestrate field operations and keep the customer at the center of the journey, without increasing operational complexity for the company.
✨ And here are the results!
By orchestrating the technical visit journey on WhatsApp, Claro Chile turned notifications into operational efficiency. Using utility messages for real-time tracking eliminated the need to call support, allowing operations to scale with reduced costs and greater satisfaction.
The automation ensured every visit was confirmed and monitored, generating direct gains in field logistics and brand value perception. See the impact achieved:
92% reduction in time spent by customers.
50% reduction in customer service costs.
48% increase in appointment confirmation rate.
+7 point increase in NPS (Net Promoter Score).
Want to know how to turn operational costs into real customer satisfaction using Smart Contacts?
Talk to Blip.
