Business Goals

The mobile phone provider Congstar helps its customers to find the right prepaid top-up method.

An interactive chatbot was developed with the help of LoyJoy.

The chatbot asks questions about the customer’s top-up behaviour and then recommends the most suitable solution, supplemented by a detailed description.

At the end, users have the opportunity to give feedback and rate the top-up quiz.

Results

The chatbot uses gamification to playfully guide users to the ideal top-up option.

The NPS survey and a feedback field ensure continuous quality assurance.

This allows Congstar to improve customer service and optimise the user experience.

Watch the Case Video