How WiFiber manages Support and Billing via SalesHiker’s WhatsApp Automation

80%
Increase in lead generation
70%
Business growth impact
50%
Higher team productivity

Telecom support team using WhatsApp automation to improve customer service and billing operations

High-speed internet router symbolizing ISP support and billing automation via WhatsApp

Client’s Summary

Starting from October 2022, WiFiber Nigeria began offering fiber broadband services for both the home and office sectors. As stated by WiFiber, the technical performance of broadband services should match the level of customer service. They also started incorporating services from SalesHiker.com to help automate communication and help unify them through the use of WhatsApp, so homes and businesses can get internet services more conveniently.

The Challenge: Managing Hyper-Growth in a Fast-Paced Market

Premium high-speed internet providers like WiFiber, deal with a tremendous amount of real-time interactions. They also have to manage:

Communication Silos: Staff members had a difficult time tracking the history of customer complaints.
Billing Latency: Sending manual reminders to thousands of subscribers was time-consuming and made it so that customers missed payment opportunities.
Order Processing Speed:Customers expecting "Fast & Reliable" internet wanted even the confirmations to be done super quick.
Accountability: Management had a difficult time tracking how support staff interacted with customers.

The Solution: Streamlining Connectivity with SalesHiker.com

WiFiber implemented SalesHiker.com to turn WhatsApp—the most popular messaging app in Nigeria—into a robust business engine.

Unified Shared Inbox for Teams
With SalesHiker’s Shared Inbox, multiple WiFiber support agents can now manage all customer conversations from a single dashboard. This allows for:
- Seamless Transfers: A sales query can be instantly moved to a technical support agent without the customer having to repeat their issue.
- Full Oversight: Managers can track response times and conversation quality in real-time.
Automated Order Processing & Real-Time Communication
The moment a customer shows interest on Facebook or their website, SalesHiker triggers an automated workflow.
- Instant Qualification: The system collects location details to check for fiber coverage automatically.
- Status Updates: Customers receive real-time WhatsApp alerts regarding their installation status, ensuring transparency from day one.
Automated Invoice & Payment Reminders
Maintaining an “unlimited” service requires timely renewals. WiFiber relies on SalesHiker to:
- Schedule Reminders: Send friendly invoice reminders 3 days before a subscription expires.
- Payment Confirmation: Once a payment has been made, send a “Thank You” message with a digital receipt via WhatsApp.
24/7 Intelligent Query Handling
Broadband problems aren't confined to business hours. WiFiber uses SalesHiker’s WhatsApp Chatbot to:
- Provide immediate assistance for common router problems.
- Enable customers to view their data balance or plan details via a simple chat menu.

The Results: Staying Truly Unlimited

360-Degree Communication: Customer communication is logged, tracked, and archived.

Improved Cash Flow: Invoice reminders led to a 40% decrease in overdue payments.

Faster Response Times: The integration of a Chatbot with a Shared Inbox led to a 2-minute response time.

Customer Satisfaction: Hi-speed internet was supplemented with hi-speed support, and reinforced WiFiber’s promise to customers.

Future Roadmap: The Next Level of Connectivity

WiFiber plans to further leverage SalesHiker to:

Proactive Downtime Alerts: Automatically notify specific neighborhoods of scheduled maintenance via targeted WhatsApp broadcasts.

Referral Programs: Launch a WhatsApp-based "Refer a Friend" campaign to reward loyal subscribers.

Ready to Automate Your Customer Communication?

Join the ranks of industry leaders like wifiber and 113Store who are scaling their operations with SalesHiker.com. Turn your WhatsApp into your most powerful sales and support tool.

Take the first step toward seamless automation:

Start Your 7-Day Free Trial: Get full access to the WhatsApp Shared Inbox and Automation tools. No credit card required.
Book a Free Strategy Demo: Let our experts show you how SalesHiker can solve your specific communication challenges.

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