Case Studies
Najm’s customer experience transformation with WhatsApp
Najm, a motor vehicle insurer in Saudi Arabia, partnered with BAB — LivePerson’s local Saudi partner — to transform their service customer experiences with WhatsApp. After years of using voice as their only support channel, Najm turned to WhatsApp to improve the customer experience and ultimately reduce claims response times.
Customer experience transformation in numbers
250k
conversations/month
60%
contact center cost savings
40%
of conversations are messages
15 min
response times (vs 3 hours)
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Digital transformation for a traditional industry
Najm, one of the largest insurance providers in Saudi Arabia, is on a mission to “provide prompt, fair, and quality services and solutions for all motorists throughout KSA.” To deliver on this, Najm knew they needed to provide a more customer-centric, positive service culture by making the registration and claims processes as efficient as possible. The solution? A rapid digital transformation of their contact center.
“Using LivePerson’s AI-powered chatbots assisted us in providing instant, 24/7 support, reducing wait times, and ensuring consistent interactions. Our customers now receive timely assistance, including location services, leading to higher satisfaction. The local support offered by BAB entails special appreciation.”
~ Mohammed Alzendy, VP Business Delivery, Najm
Challenge: Customer feedback points to slow and outdated claims process
Despite being established in 2007, Najm has historically relied on phone channels for their customer support. With long response times (upwards of two hours) and increasing customer complaints, their customer support was causing more problems than it was solving. That was until they partnered with BAB and LivePerson in 2019 to bring on WhatsApp for a customer experience transformation.
“We transformed from voice-based interactions to message-driven chatbots by embracing AI-powered chatbots from LivePerson. Now, our users can engage seamlessly, receive instant responses, and enjoy personalized interactions, all while enhancing operational efficiency. It’s a win-win for both technology and human impact.”
~ Majed Alhudaib, VP CX, Najm
Solution: IVR deflection to WhatsApp for a customer experience transformation
Starting out small, Najm tested WhatsApp as a customer engagement tool in a few areas of operation to see if they could deliver faster support through the popular messaging app before they rolled it out across the enterprise. Once it proved effective, Najm turned on IVR deflection. Now, customers who call in are given the option to connect via WhatsApp instead. With WhatsApp, the insurance company is able to better support customers with a variety of needs and intents, from opening a claims ticket to submitting information and photos. This is all done through simple conversational automation, adding to the business benefits by cutting contact center costs by 60%.
Results and outcomes across the customer journey
Najm’s work with BAB and LivePerson has helped them cut their response time down from three hours to just 15 minutes. Today, 40% of Najm’s conversations are on WhatsApp while the rest are handled over the phone. Transforming their customer experience management and engagement to better meet customer expectations has helped to position Najm as a customer experience leader and boosted customer loyalty, earning them three Contact Center World Awards in 2022 for Best Customer Service, Best Contact Center, and Best Emergency Services Center in Europe, the Middle East, and Africa.
“Our transition to chatbot models has been a game-changer for customer satisfaction. By leveraging AI-powered chatbots from LivePerson, we’ve not only resolved queries faster but also provided consistent, personalized assistance. Customers appreciate the instant responses and round-the-clock availability, leading to stronger relationships and higher retention rates.”
~ Majed Alhudaib, VP CX, Najm