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Infobip > 实例探究 > 利用 Infobip 的通信解决方案改善拼车体验并减少投诉

利用 Infobip 的通信解决方案改善拼车体验并减少投诉

Infobip Logo
技术
  • 自动化与控制 - 人机界面 (HMI)
  • 网络与连接 - 5G
适用行业
  • 电信
  • 运输
适用功能
  • 物流运输
  • 销售与市场营销
用例
  • 最后一英里交付
  • 实时定位系统 (RTLS)
关于客户
BlaBlaCar是一个长途拼车平台,在22个国家拥有6500万会员。他们需要一个具有全球覆盖和全渠道通信能力的可靠合作伙伴。
挑战
BlaBlaCar 需要通过确保可靠的消息传递和网络覆盖来最大程度地减少客户投诉并改善客户体验。
解决方案
BlaBlaCar 与 Infobip 合作,使用 Viber 和短信作为通信渠道,向乘客发出实时通知。他们还使用 Infobip 的基于 Web 的界面来跟踪消息传递状态并访问分析。
运营影响
  • The introduction of new communication channels through Infobip has significantly improved BlaBlaCar's customer experience and user engagement. The reliable network provided by Infobip has drastically reduced message delays and delivery errors. The web-based interface has provided BlaBlaCar's support team with access to in-depth analytics and key metrics around their messaging, leading to a reduction in customer complaints and faster resolution times. The company has also been able to respond swiftly to market challenges, as evidenced by the successful reactivation of churned drivers in France following a major transportation strike. The introduction of Viber as a new communication channel has led to positive feedback on social media and an increase in successful message deliveries. The two-factor authentication (2FA) option has also enhanced security during user registration.
数量效益
  • Significant decrease in message delays and delivery errors
  • Reduction in customer complaints
  • Faster time to resolution

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