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Infobip Enables WhatsApp Customer Support for One of Russia's Largest Mobile Operators

October 09, 2019

By Tracey E. Schelmetic - Virtual PBX Contributor

What’s the world’s most popular chat app? That award goes to WhatsApp, which claims 1.6 billion users in over 180 countries around the world. Increasingly, business communications platforms are integrating WhatsApp into their platforms so users can leverage it to expand the way they message, share and collaborate with customers, coworkers and partners. They do this using WhatsApp Business API, which allows companies to expand customer-oriented communications to WhatsApp. Using WhatsApp Business API, businesses can offer personalized dialogue and communications including media content, high-resolution images, text, file and document sharing.

Global cloud communications platform company Infobip, which is headquartered in London and Zagreb, Croatia, recently announced that it has enabled WhatsApp Business API for one of Russia’s largest mobile operators, Tele 2 Russia. Tele2, which is headquartered in Stockholm, operates mobile networks in Sweden, Estonia, Kazakhstan, Latvia, Lithuania, the Netherlands, Russia and Germany. Infobip provides a full-stack communications platform-as-a-service (CPaaS) with private cloud infrastructure and zero-hop connectivity to telecoms globally.

Tele 2 Russia will use WhatsApp for customer service communications, allowing subscribers to receive consultation and answers to inquiries relating to anything from tariffs to operator services. Tele 2's customer service via WhatsApp will be available initially in the Rostov-on-Don, Russia area, with nationwide expansion planned by the end of this year. Customer and client support will be provided by Tele 2's contact center operators.

“Chat apps are becoming increasingly popular as a communications channel, especially WhatsApp, the most used chat app in Russia,” said Roman Kananykhin, Sales and Customer Service Director at Tele2. “Now our subscribers who already use WhatsApp amongst their friends and family can also get professional consultation and support from Tele 2 on the channel they already trust and enjoy.”

The goal, according to Infobip, is to allow Tele 2 customers to communicate with the provider in the way they prefer.

''We are excited to enable WhatsApp Business API for Tele 2,” said Infobip's Managing Director of Euroasia, Ruslana Reznikova. “Tele 2 can scale their customer support answering inquiries in a fast, efficient way. It's personalized, rich content dialogue in real time interacting with their customers where they already are -- over WhatsApp.”

Edited by Maurice Nagle


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