How CustomerX helps Bakcell meet customers where they are

The challenge

A telco hears the same handful of questions all day: how much data is left, why the internet is slow, how to top up, which plan fits. Customers don't want to call a hotline or dig through an app for those answers. They want to send a message and get a reply, in the app they already have open.

Bakcell wanted WhatsApp to be a real support channel, not a number nobody watches, and to use the same channel to talk to customers proactively, without spamming them.

1. WhatsApp messaging on the official API

CustomerX connected Bakcell's WhatsApp number on Meta's official WhatsApp Business Platform. The number stays registered to Bakcell, and every conversation lands in one shared inbox where the support team works together:

• Chats auto-assign to whoever is online, so nothing sits unanswered.
• Agents see the full history of each customer in one thread.
• The 24-hour service window and approved templates are tracked for the team, so replies stay within WhatsApp's rules.

2. AI autopilot for routine questions

Most incoming messages are questions Bakcell has answered many times before. CustomerX's AI autopilot answers those straight away, using a knowledge base built from Bakcell's own plans, policies and best replies:

• Common questions get an instant, accurate answer, at 2am too.
• First-line troubleshooting (“no internet”, “slow speed”) runs through a guided flow.
• Anything the AI can't resolve is handed to a human agent, with a summary, so the customer never has to repeat themselves.

The knowledge base keeps learning: when an agent writes a good answer to a new question, it becomes the draft for the next customer who asks it.

3. Marketing broadcasts that start conversations

Bakcell also uses CustomerX to send marketing broadcasts on WhatsApp. The team picks a segment, writes one message, and sends it, whether that's a new plan, a seasonal promotion or a top-up offer.

Replies come straight back into the same shared inbox as normal conversations. A broadcast doesn't vanish into the void: a customer who answers “tell me more” reaches someone who can help, or the autopilot answers them right away. Meta's per-message fees are passed through at cost, with no markup.

One channel for support and marketing

The result is one WhatsApp channel that does both jobs. Customers get answers where they already are, the support team spends its time on the conversations that need a person, and marketing reaches customers on a channel they actually read.