Easing call-center load with a better support channel
e& was facing overwhelming call-center volumes, with a large number of customer inquiries channeled exclusively through phone support. This created operational pressure and highlighted the need for an alternative, more efficient customer interaction method to reduce dependency on call centers.
OUR APPROACH
A controlled experiment to move inquiries from the call center to WhatsApp.
WhatsApp CTA rollout
A new WhatsApp CTA was introduced for both Android and iOS users to shift inquiries toward WhatsApp support.
Structured A/B testing
Users were split into three equal groups via remote configuration, comparing WhatsApp CTA variants against control groups to identify the most effective option.