Success Cases
Telekom Birthday Chatbot Rated 4.4 of 5 Stars
Telekom delivers birthday gifts in its chatbot: a 74 % interaction rate and 4.4 out of 5 stars in customer ratings.
Goals: Retain existing customers in a market that no longer grows
At the end of 2025, Deutsche Telekom served 74.5 million mobile lines and 15.1 million broadband lines in Germany. Group revenue reached 119.1 billion euros.
The market itself has largely stopped growing. German broadband is broadly flat, and Telekom recorded a net loss of 49,000 broadband lines in 2025. That shifts the weight from acquisition to retention. Telekom steers customer satisfaction through its own index, which stood at 81.3 points across the group excluding T-Mobile US at the end of 2025.
In that environment, loyalty measures like a birthday gift are not a marketing nice-to-have but a management instrument. Which means redemption has to work: personalised, immediately clear and frictionless, online and in store. A voucher that dies in a form flow is a missed opportunity.
Results: 74 % interaction rate and 4.4 out of 5 stars
Telekom built its birthday chatbot on the LoyJoy platform. Customers are congratulated personally in the dialog, receive their personalised voucher and choose how to redeem it: order online or show a QR code in a Telekom shop.
The numbers show the format works:
- 74 % of opened chats led to an interaction.
- 47 % of customers left a rating, an unusually high share for voluntary feedback.
- 4.4 out of 5 stars on average.
The second figure is the notable one. Almost every second customer takes the time to rate the experience. That is itself a loyalty signal, and it gives Telekom continuous feedback on how the gift lands.
The dialog connects the online and store channels in one flow, operated by the business team itself and therefore adjustable year after year without a new project.