Haptik has been instrumental in our support scaling efforts by helping our customers with the most accurate solutions across channels. 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 Lipman, Chief Customer Officer, StarHub
StarHub is a leading homegrown Singapore company that delivers world-class communication, entertainment, and digital solutions. With extensive fiber, wireless infrastructure, and global partnerships, StarHub offers high-quality mobile and fixed services, a broad suite of premium content, and a diverse range of communications 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 and also deliver a blue-chip customer experience with NPS being its North Star metric.
Haptik worked with StarHub to build an Intelligent Virtual Assistant for their Facebook Page to answer queries for their services across Digital TV, Cable, IPTV, Broadband Internet, Telephone, and Mobile. With the immense traction garnered by the Facebook virtual assistant, StarHub also enabled their AI assistant on their Website & WhatsApp.