ShopBack increased customer engagement by 5x with 8×8 communication APIs

Expanding operations and enhancing user engagement across different countries

When searching for a new business communications solution, the team at ShopBack identified three primary use cases.

First, one-time passwords (OTPs) were crucial for ShopBack’s user account creation, withdrawals, and key account changes in order to ensure user authenticity.

Second, ShopBack’s key campaign periods, such as major promotional events like 9.9 and 10.10, required maximizing reach when users are more receptive to campaign messages.
Third, ShopBack’s transactional messages needed to ensure that important information reached customers promptly and reliably.

To address these challenges, ShopBack turned to 8×8 to ensure effective communication, streamline operations, and comply with local regulations across different markets.

The Solutions: An enhanced communication strategy

Implementing 8×8 SMS API was quick and straightforward, minimizing the burden on ShopBack’s limited engineering resources. Overall, 8×8 provided a robust solution that addressed all of ShopBack’s business needs.

Each of ShopBack’s markets had distinct dominant communication channels and regulatory environments. 8×8’s deep local connections helped ShopBack navigate these varied landscapes and ensure compliance with local regulations. Without these insights, ShopBack would have risked legal issues and operational delays.

8×8 also enabled ShopBack to scale effectively due to easy operational access and seamless integrations with internal and external systems. The platform’s user-friendly operational tools made it easy for non-technical staff, such as operators and agents to be efficient, thereby streamlining operations and enhancing productivity without extensive technical training.

Finally, 8×8 ensured prompt and efficient delivery of critical messages like time-sensitive communications like OTPs for account security, key campaign notifications during promotions, and transactional messages providing important user information. 8×8’s reliable messaging solution helped ShopBack maintain user trust, engagement, and security, as any delays or failures could lead to user frustration and decreased engagement.

The Result: 5x improved customer engagement rate

The partnership with 8×8 brought significant benefits to ShopBack. The integration with the 8×8 platform was straightforward, requiring minimal involvement from the engineering team, thus accelerating the process. Enhanced communication allowed operators and agents to directly converse with end users, improving the effectiveness of interactions. Additionally, utilizing the right channels in each local market led to a 2-3x increase in engagement rates per campaign, with peak campaign days seeing engagement rates up to 5x higher.