COVID-19 impact. Information here
Swisscom is Switzerland’s leading telecommunications company, providing mobile, internet, TV broadband and fixed telephony to private customers and businesses. Owned 51% by the Swiss government, Swisscom has more than 19,000 employees in Switzerland and Italy.
With a focus on customer-centricity, Swisscom offers a wide range of communication channels to their customers. All Swisscom support channels are with Genesys — SMS, chat, WhatsApp, email and chatbot as well as traditional channels like voice. With customer communication preferences rapidly shifting from voice to text and messaging, Swisscom wasn’t going to be left behind. Committed to being where their customers are and delivering the best customer experience, they found that opportunity with Genesys Messaging for Apple Business Chat.
Six months after launch, with 10 use cases live, Swisscom covers about 16% of the incoming messages in Apple Business Chat with a chatbot running on the Genesys platform.
“Our customers are shifting their preferred communication methods from traditional voice services to messaging. They expect to be able to connect with us just like they do with friends and family. We recognize that with support for messaging apps, we can meet our customers where they are. The Genesys integration with Apple Business Chat made it easy to bridge the gap and led to more satisfied customers.”
Rolf Neukom, Product Manager Messaging Channels & Chatbot, Swisscom