Brand
WhatsApp Business Solution Provider
Technology Provider
The telecommunications provider developed its Where is My Tech? customer service solution by building an end-to-end digital experience on WhatsApp Business Platform and using utility messages on WhatsApp to send reminders and notifications for appointments.
92%
Decrease in customer time spent*
7-pt
Increase in technical Net Promoter Score*
48%
Increase in appointment confirmation rate*
50%
Decrease in customer service costs*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Serving Chile’s telecom needs
Claro Chile provides fixed and mobile telecommunications services to residential customers, small businesses and corporations throughout the country.
Their Goal
Improving the customer experience and decreasing costs
The company typically schedules technician visits within a three-hour time window, but it wanted to provide more visibility and predictability for customers throughout the entire service experience. In the past, this wide scheduling window resulted in a high volume of customer calls to Claro Chile’s contact center, and even “no show” cases where customers were no longer home by the time the technician arrived.
Claro Chile wanted to improve the customer experience, decrease incoming calls, reduce customer “no shows”, and lower operational costs associated with cancelled or rescheduled appointments.
“By giving customers greater visibility, security and control throughout the entire service appointment, we’ve completely transformed the technical visit experience. At the same time, our field technicians have noticed a clear positive impact: when they arrive at customers’ homes, they find people better prepared and informed, which makes their work smoother and allows them to focus on delivering excellent service.”
Matias Arena
Chief Digital Officer, Claro Chile
Their Solution
Automating customer communication for technician visits
Claro Chile partnered with Blip and Global Commerce to develop a fully automated solution called Where is My Tech? using WhatsApp Business Platform and utility messages on WhatsApp. The experience starts when customers schedule a technical visit either by phone call or WhatsApp. A typical service request might include installation of new equipment or the repair or modification of existing equipment. On the morning of the appointment, the customer receives a utility message reminder on WhatsApp confirming the visit, including key information (time, location) and the option to select Confirm, Reschedule or Cancel if needed. From the automated menu, customers can easily reschedule to a different timeslot if their previous appointment time is no longer convenient. If there’s no response, automated followups are sent via utility messages on WhatsApp.
One hour before the scheduled time window, another reminder message is sent, again with the option to confirm, modify or cancel the appointment. Additional notifications are sent when the technician is on their way to the location and once they have arrived. Fifteen minutes after the appointment is completed, a welcome message is sent to the customer providing key information about the new service and its benefits.
Their Success
Improving the customer experience and business efficiency:
Claro Chile measured performance during a three-month period (July–September 2025), comparing results from a group of customers who scheduled services using Where is My Tech? against a group of customers who did not have access to the new experience. The company reported improvements in the customer experience and operational efficiency, including:
- 92% decrease in customer time spent*
- 7-point increase in technical visit Net Promoter Score*
- 19% decrease in customer interactions regarding technician arrival time*
- 48% increase in appointment confirmation rate*
- 13% decrease in “no show” rate*
- 50% decrease in customer service costs, due to automated cancellations and rescheduling*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“Thanks to Where is My Tech?, our customers can know exactly when the technician is on the way to their home, track their location in real time, see their name and photo, and confirm, reschedule or cancel their visit—all without leaving WhatsApp. Bringing the full experience to this channel, the most widely used by Chileans to communicate with their service providers, has been crucial, as it allows people to interact in a simple, direct and completely familiar environment.”
Matias Arena
Chief Digital Officer, Claro Chile
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