NUJEK: Using WhatsApp and Flow Builder to increase customer satisfaction
Customer Story
·
May 3, 2021
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.
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.”
— 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
NUJEK communication challenges before automation
Communication area | Tool used | Limitation |
|---|---|---|
Customer support | Slow response times | |
Courier coordination | Android app forms | Manual handling and delays |
Partner communication | Personal WhatsApp accounts | No reliability or audit trail |
Customer reachability | Fragmented channels | Difficult for customers to get help |
Support scalability | Manual workflows | Could not keep up with growth |
“We just used email, Android app forms, and sometimes even personal WhatsApp accounts to communicate with our couriers and partners.”
— Gus Ghozali, CEO at NUJEK
This left NUJEK with some challenges in quality, reliability and speed in its customer communications.
“It was too hard for our customers to contact our support team and we need to respond faster from our side”
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.
“Bird’s powerful Flow Builder has optimized our customer journey and new channel integrations with our existing CRM system.”
WhatsApp and automation increases customer satisfaction
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.
Customer communication improvements with Bird
Area | Before Bird | After Bird |
|---|---|---|
Primary channel | Email & forms | WhatsApp Business API |
Response speed | Slow, manual | Faster, automated |
Customer accessibility | Difficult to reach support | Easy, familiar channel |
Operational workload | High manual effort | Reduced human resources |
Courier & partner updates | Inconsistent | Real-time status visibility |
Customer feedback | Limited | Higher volume and quality insights |
“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
