{"id":172265,"date":"2023-09-13T14:33:00","date_gmt":"2023-09-13T12:33:00","guid":{"rendered":"https:\/\/spotler.com\/case-studies\/de-telegraaf"},"modified":"2026-02-10T17:38:34","modified_gmt":"2026-02-10T16:38:34","slug":"de-telegraaf","status":"publish","type":"case-studies","link":"https:\/\/spotler.com\/en-de\/case-studies\/de-telegraaf","title":{"rendered":"Improving Customer Service efficiency via WhatsApp at De Telegraaf"},"content":{"rendered":"

De Telegraaf is a Dutch media company based in Amsterdam. They recognised the importance of providing excellent customer service in today’s digital age. With the rise of messaging apps such as WhatsApp, more customers are turning to these platforms to communicate with businesses.<\/strong><\/p>\n

How to manage a high volume of messages?<\/h2>\n

Managing the high volume of messages received across messaging apps such as Webchat, Viber, Facebook Messenger, Instagram, and many more can be daunting for companies when unifying customer service across channels has never been more critical.<\/p>\n

To create the best customer experience with automation and intelligence at the forefront and tackle this challenge, De Telegraaf has partnered with the Spotler Message platform, which specialises in unifying and streamlining customer communication channels.<\/p>\n

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<\/a>Highlights of the use cases<\/h2>\n

Since implementing the Spotler Message platform to manage customer communications, De Telegraaf has experienced significant improvements in its customer service process. The integration of WhatsApp as a communication channel has resulted in a more personal and informal customer experience. At the same time, using the Spotler Message platform has made it easier for De Telegraaf to manage and respond to messages.<\/p>\n

With the Spotler Message platform, De Telegraaf can aggregate all incoming WhatsApp messages into a single inbox, providing a unified and streamlined communication experience. This has enabled the company to handle all customer inquiries in one place and keep track of all customer conversations, resulting in faster response times and reduced workload for their customer service team.<\/p>\n

Moreover, the chatbot integrated with Spotler Message has enabled De Telegraaf to respond to commonly asked questions in real-time, saving time and resources and improving the customer experience. The chatbot can also route more complex inquiries to the appropriate agent, ensuring customers receive personalised attention when needed.<\/p>\n

Using Spotler Message has transformed how De Telegraaf communicates with its customers, resulting in a faster, more efficient, and more personalised service experience. Combining WhatsApp and the Spotler Message platform, De Telegraaf has met its customers’ needs while streamlining its operations.<\/p>\n

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\u201cWe are very satisfied with the Spotler Message platform. It has allowed us to handle all incoming WhatsApp messages in one unified inbox, which has greatly improved our customer service process. The chatbot has also been a valuable addition, helping us to quickly answer commonly asked questions and route more complex inquiries to the appropriate agent. Overall, the Spotler Message platform has helped us to provide better service to our customers and streamline our operations.\u201d
\u2013 Arthur Imamkhan, De Telegraaf<\/strong><\/p>\n<\/blockquote>\n<\/div>\n

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The solution<\/h2>\n

The Spotler Message platform enables De Telegraaf to bundle all incoming WhatsApp messages into one unified inbox, allowing their agents to handle all customer inquiries in one place. This unified inbox also allows De Telegraaf to keep track of all customer conversations, ensuring that no inquiries are missed or left unanswered.<\/p>\n

In addition, De Telegraaf has implemented a chatbot to help handle the most commonly asked questions. The chatbot is designed to recognise the customer’s intent and provide an appropriate response, freeing up the customer service agents to handle more complex inquiries. Furthermore, the chatbot can also route the questions to the specific agent directly, based on the nature of the inquiry, thus saving De Telegraaf a lot of time.<\/p>\n

By using the Spotler Message platform and chatbot, De Telegraaf has significantly improved its customer service process. The company has been able to respond to customer inquiries more quickly and efficiently, resulting in increased customer satisfaction. Additionally, the use of a chatbot has helped to reduce the workload of the customer service team, enabling them to focus on more complex inquiries that require a more personalised touch.<\/p>\n

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Feel inspired by De Telegraaf?<\/h3>\n

Discover how Spotler can help you implement WhatsApp and chatbots to create a more streamlined customer experience. Sign up for a demo and see the impact for yourself!<\/p>\n