A new channel for DStv
DStv’s current channels are cool and all, but can they remind you to pay your account? No, we thought not. So we found a platform that can – WhatsApp.
Feersum Engine | UX Design | Content | Client Partnership
You know that old-school queuing system where you take a ticket with an unnecessarily large number and wait your turn? Yeah, those aren’t a thing anymore.
Companies like DStv usually give their customers Self-Service options online or on USSD. But even those require some form of standing up, logging in or worse – waiting. So DStv briefed us to take their self-service offering to the next level – WhatsApp.
Using our AI-powered conversational platform Feersum Engine, we built an Intelligent Assistant that can understand and respond to users on the world’s most widely-used app.
Cool, right? That isn’t even the tip of the iceberg.
A solid, user-based strat
The vision and strategy were based on the seven most common customer queries. DStv Self Service can now upgrade and pay accounts, check balances, manage holiday viewing, rent BoxOffice movies and check the TV guide.
Understanding the truth
Using DStv’s API as a single source of truth, Feersum Engine is a hub of centralised intelligence. With all that data waiting to be used, the key is to understand what the user is saying and respond in seconds.
Optimising the UX
We improved multiple user journeys to be quicker, slicker and easier to understand. After many rounds of user testing, the bot now enables and encourages users to use natural language to get them from A to B to DStv as quickly as possible.
Saying it right
We developed a content strategy, tone guide and rulebook to keep the content on point, consistent and saying what DStv needed it to say.
Real business impact
All of this would mean nothing if the solution didn’t make a difference to DStv as a business. Sure, we’ve done our bit to improve the customer experience, but the solution also improved customer relations, saved thousands of hours of time, and improved customer retention.
It’s all in the customers’ hands.
1.8 million of them to be exact.
using DStv Self Service
phrases received on WhatsApp