WhatsApp for telcos: How to transform CX and boost retention

Telcos play an important role in our daily lives, with us relying on them for connection, entertainment, and information.

But how connected do customers feel to their providers? According to Infobip research, not very:

• 63% of customers say they have switched from their main provider 
• 53% made the switch due to poor customer service 
• 40% of customers stay with their telco provider anywhere between one to five years  

In an era when customer expectations are higher than ever, telcos are embracing new ways to enhance engagement and streamline communication. And with the accelerated adoption of digital channels comes the need for always-on communication.

WhatsApp has emerged as a key channel for telecom operators looking to deliver seamless, real-time interactions across every stage of the customer journey. From onboarding to support and retention, WhatsApp is redefining how telcos connect with their customers.

The growing adoption of WhatsApp in telecom

While call centers still play a role in the telco customer support ecosystem, we can see a shift to more digital channels. The growing adoption of WhatsApp by telcos is driven by the demand for instant, convenient, and personalized communication.

According to our 2024 Telco Messaging Trends report:

There is no doubt that telcos have been one of the first industries to recognize the benefit of using the channels that their customers trust and use every day.

By going digital and being available on WhatsApp, telcos can offer conversational experiences in marketing, sales and support on a single chat app that their customers use regularly.

With WhatsApp, telcos can:

With WhatsApp, telcos can transform customer engagement, reduce friction, and create meaningful, conversational experiences throughout the customer journey.

Faster, more efficient customer service

Customers expect instant responses, and WhatsApp enables telcos to provide 24/7 automated support through AI-powered chatbots while seamlessly handing off complex issues to live agents. This reduces wait times, improves resolution speed, and enhances overall customer satisfaction.

Higher engagement and retention

With WhatsApp’s high open rates, telcos can send real-time notifications for billing, promotions, and loyalty rewards, keeping customers engaged and informed. Personalized recommendations and interactive product catalogs make it easy to upsell and cross-sell, increasing customer lifetime value (CLV).

Cost savings on customer support

Shifting customer interactions from voice calls to WhatsApp reduces call center strain by automating high-volume queries with chatbots and enabling agents to handle multiple conversations at once. This lowers operational costs while maintaining fast, high-quality customer support.

Enhanced customer experience

WhatsApp simplifies key interactions, from onboarding and service activation to troubleshooting and self-service account management, eliminating common customer frustrations. By offering a seamless digital journey, telcos can improve retention and ensure customers stay connected with minimal effort.

Personalization

Personalization is one of the biggest advantages WhatsApp offers telcos, helping them deliver tailored customer experiences that drive engagement, satisfaction, and retention.

By leveraging customer data and AI-driven insights, telcos can create one-to-one interactions, leading to personalized offers that convert.

Secure and reliable communication

With end-to-end encryption and verified business accounts, WhatsApp provides a secure, trusted channel for customer interactions.

By easily integrating with a customer data platform and a customer engagement solution, telcos can track engagement, personalize communication, and maintain compliance with industry regulations.

With these benefits in mind, let’s explore how telcos can leverage WhatsApp across the entire customer journey. Starting from acquisition to support and all the way to retention.

WhatsApp offers marketing, sales, and support use cases that make it a great channel for telcos to add to their communication mix.

Let’s have a quick look at how WhatsApp can be used across the telco customer journey.

Real-world success stories: How WhatsApp transforms telco CX

Choosing Infobip as your WhatsApp provider will help you create customizable end-to-end customer journeys. Our goal is to empower telcos to connect with a vast audience of over 2 billion WhatsApp users across 180 countries, ensuring seamless and scalable communication.

Our platform offers the flexibility to integrate WhatsApp directly into your existing system via API or by using it through our omnichannel conversational solutions:

Whether you need to automate customer journeys, streamline support with AI-powered chatbots, or equip agents with a centralized communication hub, Infobip provides the tools and expertise to transform your WhatsApp strategy into a powerful customer experience advantage.