How StarHub Powered Omnichannel Support with Haptik

Overview

StarHub is a leading homegrown Singapore company that delivers world-class communication, entertainment, and digital solutions. With over 2 million customers, StarHub Mobile is the second-largest mobile network operator in Singapore with close to 30% market share. StarHub was looking to deliver prompt support and enhance CX on messaging channels. They also wanted to deliver a outstanding customer experience led by NPS improvement. With 3000+ unique intents and 50+ pre-built journeys, Haptik’s chatbot helped deliver 125% improvement in NPS.

125%
Improvement in NPS
80%
Automation Rate
3000+
In-built Intents

Haptik has been instrumental in our support scaling efforts by helping our customers with the most accurate solutions across channels.

chris-25-1-23
Chris Lipman,

Chief Customer Officer

Challenge at Hand

StarHub’s customer support was manual and archaic, dampening the operational performance, and overall frontline customer experience. Starhub wanted to expand support on messaging channels such as Facebook and WhatsApp.

 

  • Inconsistent handling of issues led to longer wait times, customer dissatisfaction, and a high churn rate.

  • Moreover, agents had to toggle between multiple platforms to fetch information for customers.

  • Agents were also unable to share technical diagrams and photos with customers which affected agent productivity.

How Haptik Offered a Solution

StarHub’s customer support was manual and archaic, dampening the operational performance, and overall frontline customer experience. Starhub wanted to expand support on messaging channels such as Facebook and WhatsApp.

 

  • The chatbot answers queries for their services across Digital TV, Cable, IPTV, Broadband Internet, Telephone, and Mobile.

  • With 3000+ unique intents to answer queries around prepaid plans, fiber broadband, brand offers, and recontract eligibility, the chatbot offers quicker resolution of queries.

  • Over 50 pre-built journeys help users activate/de-activate data travel plans, roaming plans, troubleshooting guides, etc.

Starhub-Casestudy-Creative-02-3-23
PLATFORM
Facebook, Whatsapp & Website
USE-CASES
Lead Generation, Customer Care

Since partnering with Haptik we’ve been able to reduce our support wait times by almost half, thereby reinventing our digital DNA through innovation and operational excellence and achieve impactful improvements in customer experience.

chris-25-1-23
Chris Lipman,

Chief Customer Officer

Results

Within just less than 8 months the NPS improved from -40 to +10. The AI assistant ensures a smooth handoff between the AI and the agents. Significant improvement was see in first response time for routine queries such as account balance, plans, billing,  new offers, etc. With the immense traction garnered by the Facebook virtual assistant, StarHub also enabled their AI assistant on their Website & WhatsApp.