izzi

IZZI is a commercial brand of telecommunications services with coverage in Mexico City, Metropolitan Area, and in more than 60 cities in the rest of the country. On October 31, 2014 the brand was launched to the market, being a watershed in the way of making and offering telecommunications services in Mexico, through the Triple Play service: internet, telephony and television, and now also cell phone service.

Technological progress, coupled with the pandemic, generated the right context for IZZI to place even more emphasis on the derivation of customer service to its digital channels. IZZI found in S1 the perfect ally for the automation of customer service through webchat and social networks, at first, and then the Whatsapp account. We have been working side by side for 4 years and carrying out this transformation.

The initial objective in working with IZZI was to start a digital transformation plan both to solve a service need and to meet a market trend: the expansion in the usability of digital customer service channels, with a consequent reduction in the reception of calls in the traditional service channel: their call centers.

The beginning of this transformation process was supported by on-site surveys, a massive training to more than 400 izzi employees, in which we were able to understand their needs and accompany them in the use of this new platform. We set up two synergic operations, each with its own characteristics: technical support and sales.

The first channel we worked on was their webchat, and then we immediately focused on the social network support groups, so that they could operate in a unified way. Once these changes were consolidated, we developed the first service automations through the implementation of chatbots in the webchat channel. These innovations consolidated a fast pace of transformation.

Then we advanced on the implementation of Whatsapp as a priority communication channel with their customers. This channel was defined as the main one, as it was the ideal one to provide technical and commercial support; therefore, together, S1 and Izzi developed the automation of processes for customer self-management, continuously incorporating new functionalities to the platform.

Thus, in 2022 Izzi has operational and integrated digital customer service channels on Twitter, Facebook, Whatsapp, Instagram, Youtube and webchat, as a customer service strategy, having a greater presence than the rest of its competitors.

At S1 we know the impact that the automation of processes in digital customer service channels has on companies, and with Izzi we achieved noticeable results from the very first moment service waiting times and turn a large part of the customer flow to self-management.

The information on the flow of chatbots allowed Izzi to now have 13 services that can be resolved entirely through the chatbot system in Whatsapp: from validating the customer’s identity, resetting passwords, to activating services and scheduling technical visits, among others.

In this integration, the interaction between the bot and Izzi’s staff is key to provide an effective response within the timeframe expected by the customer. Queries received by Whatsapp increased by 43% between June 2021 and February 2022. In fact, an average of 140,000 cases per month are handled by bots in Izzi, with a remarkable growth in the last 3 years: in 2019, 3% of the interactions received were through digital channels, reaching 14% in 2022. This shows that the company chose to redefine its customer interaction strategy by migrating from webchat to Whatsapp without negative impact, due to the fact that both work on the same platform, which follows an identical artificial intelligence logic (the S1Bot), which works integrated to the operation of human beings. The ultimate goal is to have the customer achieve comprehensive self-management through digital channels, finding solutions for simple and complex issues.