Teknosanet

Teknosanet is Teknosa’s home internet brand, offering fibre and xDSL connections to homes; the service is provided by Telkotürk İletişim Hizmetleri A.Ş. It offers packages with and without a commitment, and a quick sign-up process via e-Devlet. In a service like this, communication with subscribers never stops: questions about new packages, billing and technical support, and subscribers thinking of leaving. These conversations tend to pile up at the call centre, and not every request can be answered equally quickly.

Our goal was to move recurring requests to a channel subscribers already use every day, easing the load on the call centre without compromising the customer experience. The same channel also needed to carry conversations aimed at winning back former subscribers and keeping existing ones.

Teknosanet subscribers can now resolve many requests over WhatsApp without waiting on the phone. Conversations handed over to an agent arrive together with their context. Win-back and loyalty communication runs through defined flows rather than scattered campaigns. The structure can be extended by adding scenarios whenever new packages or new request types come along. Because messages to subscribers now share one tone, communication stays familiar whichever channel it arrives through.