NUJEK: Using WhatsApp and Flow Builder to increase customer satisfaction
Bird
May 3, 2021
Customer Story
1 min read
Key Takeaways
NUJEK, an Indonesian on-demand platform serving over 250,000 customers, needed a more reliable and scalable way to communicate with customers, couriers and partners.
Prior to Bird, NUJEK relied on email, Android forms and even personal WhatsApp accounts — resulting in slow support, inconsistent quality and communication delays.
NUJEK chose Bird to access the official WhatsApp Business API and unify all frontline communications onto the channel most used in Indonesia.
WhatsApp became NUJEK’s primary support channel, improving reachability and allowing customers, couriers and partners to engage quickly on a familiar platform.
Bird’s Flow Builder allowed NUJEK to automate partner and courier interactions, reducing manual workloads and speeding up response times across the entire customer journey.
For mission-critical notifications, NUJEK can configure SMS and voice fallbacks to guarantee message delivery even if WhatsApp fails.
Flow Builder also supports automatically creating Salesforce leads and service cases directly from WhatsApp conversations, ensuring no inquiry is missed.
Couriers and partners can now stay up-to-date on order status instantly, reducing friction and improving operational efficiency.
Automating customer engagement significantly reduced NUJEK’s dependency on human support resources.
Customers can now immediately notify NUJEK if an order fails, allowing the team to resolve issues faster.
NUJEK also receives more customer feedback — insights that help improve operations and future services.
With improved speed, accuracy and reliability in communications, NUJEK has boosted customer satisfaction and laid the foundation for a broader omnichannel strategy.
Q&A Highlights
Why did NUJEK need a new communications platform?
Because their existing system — email, forms and personal WhatsApp accounts — was slow, unreliable and difficult for customers to use.
What communication challenges was NUJEK facing?
Delayed responses, inconsistent communication quality, and no scalable way to engage couriers, partners or customers rapidly.
Why did NUJEK choose WhatsApp as their main communication channel?
WhatsApp is the number one messaging app in Indonesia, making it the most convenient and familiar channel for both customers and couriers.
How did Bird support NUJEK’s WhatsApp integration?
By providing direct access to the WhatsApp Business API and enabling automation through Flow Builder.
What did NUJEK automate using Flow Builder?
Interactions with partners and couriers, routing processes, customer updates and support flows — all directly on WhatsApp.
How does Flow Builder improve reliability for critical messages?
Bird allows NUJEK to set SMS and voice fallbacks so essential notifications always reach their destination.
Can NUJEK integrate these WhatsApp interactions into their CRM?
Yes. Flow Builder can automatically create leads and support cases in Salesforce from WhatsApp conversations.
How does automation benefit NUJEK’s support team?
It reduces manual tasks, speeds up responses and enables NUJEK to support more users with fewer human resources.
What experience improvements did couriers and partners see?
They now receive real-time updates on customer orders, leading to faster coordination and higher satisfaction.
How can customers report order issues?
They can message NUJEK instantly on WhatsApp, making it easy to alert customer care when an order fails.
What new advantage did NUJEK gain from improved communication?
They now collect more valuable feedback from customers, allowing them to enhance and refine their services.
What are NUJEK’s next steps with Bird?
Expanding from WhatsApp into a full omnichannel strategy to deliver an even more seamless customer experience.
NUJEK was on the lookout for a communications platform that allowed them to reach its customers on their preferred channels and bring automation to its courier and partner communications.
A platform for easier access and opportunity
NUJEK, an on-demand platform in Indonesia, provides delivery of food and groceries along with other professional transportation services all in one mobile app.
“Customers love to use NUJEK because they can choose the NUJEK partner that will complete their service request.” said Gus Ghozali, CEO at NUJEK. “And the people of Indonesia gain work opportunities for their skills.”
This has allowed NUJEK to grow to serve more than 250,000 customers across Indonesia. To help its customer support team keep up with its growth, NUJEK realized it needed to partner with a communications provider.
Customer communications needed to be faster
WhatsApp and automation increases customer satisfaction
NUJEK partnered with Bird to get direct access to the WhatsApp Business API and automate its interactions with partners and couriers.
“WhatsApp is the number one messaging app used in Indonesia,” said Ghozali. “With Bird, Nujek has been able to make WhatsApp the main communication channel between our support team and our customers.”
NUJEK utilizes Bird’s Flow Builder to automate WhatsApp communications for partners on the platform. For even better reliability, you can configure SMS and voice fallbacks for WhatsApp messages to ensure critical communications always reach their destination. Now, NUJEK’s couriers and partners have quick engagement on a familiar channel to stay up-to-date on the status of customer purchases. Flow Builder also enables businesses to automatically create leads and support cases in Salesforce from these WhatsApp interactions, ensuring no customer inquiry falls through the cracks.
“The value of Flow Builder is very big. NUJEK has automated work processes and customer engagement — we communicate with our customers much faster using fewer human resources,” said Ghozali. “And if a customer fails to get their order, they can easily inform our customer care and we can quickly find the best solution for the customer.”
“The other important benefit is we now get more precious feedback from our customers, helping to improve our services in the future,” explained Ghozali.
The impressive results are only the beginning
Since partnering with Bird, NUJEK’s communications journey — with customers, couriers and partners — has become more efficient and reliable.
The next step in the partnership is to help NUJEK establish a more omnichannel approach to its communications to help provide its customers with an even more seamless experience.
“Bird allows our team to handle customers communications fast, precisely, and efficiently. And of course, that increases our customers’ satisfaction.”
Gus Ghozali, CEO at NUJEK
