Real-World Case Studies and Customer Success Stories with Conversational AI Cloud

Takeaway. com used CM.com’s SMS Gateway and SIP Trunking to improve order notifications and reduce call costs. The platform connects...over 19.5 million consumers with 53,000 restaurants in 11 countries. SMS alerts inform customers when orders are received and when food will arrive, reducing support calls. Using CM.com’s SIP Trunking, Takeaway.com cut call costs by nearly 40% per year. The partnership ensures reliable communication and supports Takeaway.com’s growth in online food delivery.
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Sushi Shop uses CM. com to send millions of SMS messages each month for customer support and loyalty programs. The...company needed a partner to help with international growth across 12 countries. CM.com provided reliable messaging and campaign support, adapting to local needs and integrating with tools like WhatsApp Business. This partnership helped Sushi Shop engage customers and manage communication during crises. The focus is on conversational channels for better customer relationships.
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Rich Products Corporation Africa used CM. com’s cloud communication tools to improve customer service. They launched a WhatsApp Business chatbot...for direct engagement and self-service. Customers can explore products, get recipes, and receive support through WhatsApp. When needed, conversations move from the bot to a human agent using Mobile Service Cloud. Rich’s also sends bulk SMS and WhatsApp campaigns to keep customers and employees informed. This multichannel approach helps Rich’s connect with customers on their preferred platforms.
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Coca-Cola used CM. com's WhatsApp Business chatbot for its Scan. Enter. Win. campaigns. The chatbot let consumers scan codes on...bottles and enter prize draws during events like Euro 2020 and ICC T20 World Cup. CM.com provided 100% uptime and instant feedback to users. The solution handled authentication, prevented system abuse, and offered 24/7 support. Integration flexibility enabled real-time prize notifications and smooth campaign management.
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Hollard Insurance used CM. com's Mobile Service Cloud and WhatsApp Business Platform to digitize insurance product offerings and claims submissions....The company enabled customers to submit claims and documents through WhatsApp, making the process faster and more accessible. Integration with Hollard's in-house chatbot allowed seamless communication and efficient handling of customer requests. Employees also benefited from improved internal communication using WhatsApp for company-wide announcements. Customer feedback was positive, and onboarding was smooth, with minimal disruption.
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CompareGuru used CM. com's Customer Contact to automate and streamline all customer communications. They needed a single inbox for inbound...and outbound messages, improving response rates and reducing human error. After implementation, their contractibility improved by 20% and 30%. The solution unified WhatsApp and Facebook Messenger, making it easier for clients to reach out. Support agents now deliver better service across multiple channels.
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Aynjil used CM. com’s software suite to automate insurance sign-ups and claims. Customers can complete the process in just 3...minutes on any device. CM.com’s Mobile Service Cloud lets Aynjil support customers through WhatsApp and other channels. Automated workflows send instant updates by WhatsApp or email, based on customer preference. Aynjil’s team can scale support without hiring more staff. The solution helps Aynjil prepare for global expansion.
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CM. com chatbot helped a.s.r. transform its customer experience. Before, only 50% of online visitors found answers. After launching the...chatbot, 85% now get answers online. Net Promoter Score increased by 40 points. The chatbot reduced waste calls and improved customer journey insights. a.s.r. can now align strategies across departments and respond faster to customer needs.
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Radius Payment Solutions used WhatsApp for Business to connect with mobile customers. They needed a fast, easy way to answer... questions and solve problems. CM.com helped them launch WhatsApp and two-way SMS for real-time support. Customers in Germany, Italy, and Portugal quickly adopted WhatsApp, sending thousands of messages each week. The new channel made it easier for agents to help and reduced time spent on basic tasks. Radius plans to add a chatbot for 24/7 service, keeping the human touch while improving response times.
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Hello Paisa used CM. com’s WhatsApp Business solution to make sending money abroad as easy as texting. Customers can now...create accounts, send money, and manage recipients directly through WhatsApp. The solution reduced data costs and improved accessibility for users. CM.com’s Customer Contact tool also helps Hello Paisa handle support queries across channels. This led to better customer engagement and a smoother money transfer process.
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My Jewellery uses Mobile Service Cloud from CM. com to connect with customers across all channels. The company responds to...live chat messages in just 18.2 seconds on average. Their customer happiness rating is 89%. Each month, they handle over 6,500 live chat conversations. Mobile Service Cloud helps My Jewellery deliver a seamless online and offline shopping experience. The tool also links to their Customer Data Platform for a personalized approach.
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Eneco used DigitalCX to automate customer service and handle 1. 5 million calls yearly. The chatbot now manages 19,000 conversations...per week and achieves a 90% recognition rate. Dialog completion stands at 68%. Integration with Google Analytics and KPI dashboards helps Eneco track and improve customer queries. The solution reduces call center traffic and offers 24/7 digital support.
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CM. com helped the Formula 1 Dutch Grand Prix improve the fan experience. They used preregistration and a customer data...platform to manage high ticket demand and prevent fraud. Real-time data helped with crowd control and safety. Communication with fans was automated through email and WhatsApp, including a custom chatbot for support. The event was fully cashless, with all payments handled by CM.com systems.
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Mobile Marketing Cloud by CM. com helped ICA Edu Skills unify customer data and automate marketing. ICA improved conversion rates...by 2X to 5X after using the platform. Email open rates rose to 10%, up from 1-3%. WhatsApp engagement increased by 25%. The solution enabled omnichannel campaigns and reduced response times for ICA's large student base.
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Missguided used a chatbot from CM. com to handle rising customer service contacts. The chatbot launched in just 8 weeks...and gave answers based on user location. Engagement with the bot grew from 65% to 80% in 11 months. This led to a 14% drop in live contacts and costs. The team used data-driven decisions and built a knowledge base for support agents.
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Mobile Service Cloud helped Revolution Beauty boost customer service productivity by 50%. The team cleared a backlog of 2,000 messages... in just 14 days. Service reps now handle 15 messages per hour each. The platform unifies all support channels into one view, making it easier to track customer issues. Automated message assignment and reporting features give better insights and faster response times.
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Tantan used CM. com mobile messaging to boost user engagement. The dating app wanted more international users and higher platform...activity. By sending text messages, Tantan increased the number of returning users to 80%. The app focused on safe, accessible communication and user monitoring. Tantan became a top dating platform in Asia with these changes.
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ANWB used chatbot Iris to reduce contact volume in its Member Service Centre. Over time, the focus shifted to boosting... online customer satisfaction. During the 2019 holiday season, ANWB optimized chatbot content to better answer peak-period questions. Negative feedback on chatbot answers dropped from over 10% to 6%. Iris also handled twice as many holiday-related questions as before.
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KFC used CM. com to launch a WhatsApp chat ordering channel in South Africa. The goal was to reach young...consumers on a platform they already use. CM.com provided the WhatsApp Business API, enabling automated, natural language ordering. The new channel made ordering easier and more cost-effective for customers. KFC saw rapid growth in WhatsApp orders, requiring upgrades to handle high demand.
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Fastjet used CM. com’s WhatsApp Business Platform and chatbot to improve customer service. The airline needed fast, reliable communication during...the COVID-19 crisis. With CM.com, Fastjet answered simple questions with a chatbot and sent complex queries to agents. Over 68,000 customers received prompt, consistent support. The solution helped Fastjet connect with travelers on a familiar app and build trust.
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