85%

of the customers are served in a fully automated way
Play Video

Nextel, the giant Brazilian telephony company, considers excellence in customer service one of its main pillars. Therefore, it employs a customer-centric approach. When seeking improvements in its channels, the company conducted a survey with customers and found that they prefer to interact via WhatsApp instead of visiting a store or calling the call center.

To offer consumers this additional service option, Nextel chose Blip. With our platform, the brand has made their WhatsApp channel official and managed to further raise its standards of quality, speed and assertiveness in this service channel. That led to gains in operational efficiency. Today, Nextel serves approximately 240,000 unique users per month via WhatsApp. 85% of the people who make contact through the app perform the whole process automatically, without human interference. In more complex cases, the solution detects the need for a human agent and transfers the contact to the company’s highly trained team.

This team interacts with the customer directly on Whatsapp, without breaking the service flow. In only two months, the solution experienced a 25% growth in the number of calls via Whatsapp. The brand’s strategy is to continue evolving the smart contact in the app and to keep building loyalty among its customers.

Fale com especialiastas

Market Segment

Bens de Consumo

Location

São Paulo – SP

Department in the Company

Atendimento

Communication channels

Whatsapp

Context

Nextel sought to evolve digital communication to comply with one of its main pillars: excellence in customer service.

Challenge

To offer the best possible service experience in an app that customers already use.

Solution

With the Blip platform, the company made available a hybrid service channel on WhatsApp, integrating chatbot and human service.

Results

85% of the customers are served in a fully automated way, without requiring a human agent. 240,000+ unique users per month on average. Growth of 25% in the number of calls in only 2 months.
Blip is the player that fits best with what Nextel believes is ideal service and work ethics.

Pedro Arakawa

Executive Director

Nextel

Blip’s and Nextel’s strategy and partnership are a winning combination and a reason for pride

Igor Dias

Head of Digital Service

Nextel

Talk to Blip experts and understand all the ways we can also help your company to boost results through intelligent conversations.

Talk to us!

See other cases

With ads that direct people to WhatsApp, Feito Chocolate exchanges more than 50 thousand messages in a single month, expanding customer conversations and sales results.
Segment
Bens de Consumo
Department
Vendas
Channels
Pontofrio has created a branding campaign to engage with a younger audience and attract new customers. Through Blip, it has created a game that reached over 200,000 people via Facebook Messenger.
Segment
Varejo
Department
Marketing
Channels
Coca-Cola Brazil created two smart contacts using only one platform. With KO BOSS, it was able to automate its contact with franchises and B2B customers. And KORA, the virtual assistant for the final consumer, started to be used in services and branding.
Segment
Varejo
Department
Atendimento
Channels
Meet Roque, personal assistant to Rock in Rio and created on the Blip platform. Used for fun, information and audience engagement in Cidade do Rock, the chatbot was considered one of the best marketing campaigns of 2017.
Segment
Bens de Consumo
Department
Marketing
Channels
In order to evolve the customer experience, Nextel relied on the Blip platform and invested in automated communication via WhatsApp. With smart hybrid contact, which mixes chatbot and human agents, the company has improved its operating efficiency.
Segment
Bens de Consumo
Department
Atendimento
Channels
To make life easier and help the independent truck driver in Brazil, TruckPad is now serving via the official WhatsApp on our platform. This way, it transformed the communication and the work of drivers, gained the confidence of shippers and increased the productivity.
Segment
Transporte e Logística
Department
Atendimento
Channels
The “Leia para uma criança” campaign, which hands out physical books for free every year, took on the challenge of expanding its reach into the digital. With Blip platform, Itaú created a chatbot that distributes digital books automatically by WhatsApp.
Segment
Serviços Financeiros
Department
Marketing
Channels
Casas Bahia counted on the Blip platform for three years during the weeks of Black Friday. The project began as a a sales solution but was so successful that became a branding campaign as well.
Segment
Bens de Consumo
Department
Atendimento
Channels

What company doesn’t want to evolve its digital communication, right?

Talk to experts

Speak directly to our sales experts on WhatsApp: +55 (31) 3349-6201

R. Sergipe. 1440 – Savassi – Belo Horizonte – MG | Alameda Vicente Pinzon, 54 – Vila Olímpia – São Paulo – SP

Address: 353 E 78TH ST. NEW YORK, NY 10021. United States

Curupira S/A – CNPJ 04.413.729/0001-40 – Takenet LLC – EIN 20-1131763 – Blipchat – RFC BLI2303017Q3