
Grab is a super-app company with a strong presence throughout Southeast Asia. With the Grab app, people can book transport, order takeaway from restaurants, have groceries delivered, hire home repair professionals, and pay bills.
Grab was experiencing a high volume of online customer inquiries that customer service agents were unable to address the requests in a timely manner, resulting in a backlog. To tackle this issue cost-effectively, ensure customers' questions were being addressed as quickly as possible, and maintain customer satisfaction, Grab decided the time was right to build and launch a scalable automated experience on Facebook Messenger.
Grab's automated Facebook Messenger experience has become the preferred service option for its large customer base. It will soon launch a Messenger-powered solution for its GrabFood service and is working to upgrade its digital assistant by introducing detailed personas that align with the brand's voice and appeal to local populations.
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