Since Virgin Mobile UAE is a fully digital brand, its goal is to deliver the best customer experience to its customers through a fully digital and, ultimately, extremely convenient support product. Using SendBird's customer support chat and agent interface, Virgin Mobile UAE was able to increase its already sizable digital customer interactions by 25% and push its brand even further toward digital autonomy.
Virgin Mobile United Arab Emirates
Location: Dubai, UAE
Full-time Employees: 73
Use-case: multi-channel customer support chat
Goal: Deliver the best customer experience, while fully digitizing interactions with the Virgin Mobile UAE brand
Solution: SendBird’s in-app messaging and SendBird Desk, a multi-channel customer support chat and agent interface
Results: +25% digital contacts (25% closer to digital autonomy)
Virgin Mobile, the recently launched mobile brand of Emirates Integrated Telecommunications Company (EITC), is a fully digital company that empowers customers in the United Arab Emirates to manage their entire mobile service simply from the convenience of an App on their mobile phone.
To create the most effective customer service experience, Virgin Mobile UAE offers its users digital self-service with the help of SendBird’s customer support chat product, SendBird Desk, which offers a complete in-app messaging customer support platform and agent interface.
Aligning its digital business model with truly great customer experiences, Virgin Mobile UAE’s goal is to fully digitize all aspects of its service.
“Self-service is the best service,” said Ozgur Gemici, Self-Care Senior Manager at Virgin Mobile, “It’s our goal to give full control to our customers, so we empower them to manage everything in our app - from signing up to customizing their plans. They don’t need to wait in a phone queue or a queue in a physical store. If they need support, in-app messaging gives them an easy, fast, and convenient way to reach our customer support.”
Virgin Mobile UAE is leading a trend in customer support. The world enjoys, even prefers, mobile messaging to other channels. In April of 2018, for example, 76% of the world’s population (5.8 billion people) was a monthly active user (MAU) of a popular messenger app. Virgin Mobile UAE brings this same global engagement with messaging into its mobile app.
“Unlike traditional session based chat, in app messaging can be asynchronous and real-time, so the customer and the agent don’t have to be available at the same time to communicate. You send a support message and go on with your life. When the agent responds, you receive a push notification. Then messaging can become real-time, solving your needs in the moment or waiting for a time that’s best for the customer. Aside from being extremely convenient, it allows us to control our messaging volumes really easily - our agents can handle several messages at once.”
One of Virgin Mobile UAE’s core ambitions is to radically change the way in which customers contact businesses. By bringing customers in their app and improving the percentage of customers that interact with them digitally, they create a service experience that works best for their customers. At the same time, they create opportunities for value and revenue within the native app presence.
“My advice to anyone who is digitizing their customer service would be to consider SendBird as a strategic partner. As part of this project, we wanted to see a transfer from voice to an increase in the number of digital contacts, chat, and our social channels. With SendBird, we saw huge success, increasing our number of digital contacts, which was already high, by another 25%. Or, to put it another way, we moved 25% closer to complete digital autonomy, all while offering customers the simplest and most convenient support experience.”