TIM Brazil said its customers can now interact with them through WhatsApp to manage their services without having to call the telephone service.
The company is the first Brazilian operator to enter into a commercial contract to use WhatsApp Business, which allows communication between companies and clients in a simple and easy way, incorporated into daily habits. The company has been testing with a group of customers who now receive their invoices via WhatsApp and, from now on, can extend this initiative to other users or use the channel for objective and personal communication with their client.
The use of WhatsApp Business is part of TIM's digital transformation strategy to promote continuous improvement of the customer experience. In the second quarter, the number of users of the operator that sought care for the MY TIM application and the website increased 62% compared to the same period in 2017. In parallel, the interactions in the call center fell by 6%. By 2020, the company predicts that the number of digital interactions will exceed the 80% mark of the contacts made in the relationship channels.
Whatapp Business which was launched in January 2018 enable companies to better manage conversations with their customers and provide useful information with fast, simple, and convenient messaging.
Pietro Labriola, COO, TIm Brazil
TIM is totally focused on improving customer experience through digital transformation, and that joining WhatsApp Business is undoubtedly an important step in that journey.
