Dutch Telco
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This company faced a significant challenge with its contact center, which had become the primary cost center due to the increasing number of customer calls.
Concurrently, the Net Promoter Score (NPS) experienced a sharp decline. This was primarily attributed to extended call waiting periods, causing frustration among customers, and a low rate of first-time-right resolutions, leading to repetitive interactions and dissatisfaction.
In an effort to address this concern, the company sought ways to optimize and streamline its customer service operations by investing in innovative digital solutions. The goal was not only to reduce costs and improve NPS, but also to transform the contact center from cost centers to value centers.
We delivered
By empowering customers with this self-service option, we not only were able to reduce calls (and hence costs) but also provided a seamless and efficient means for problem-solving. Moreover, this solution offered a user-friendly interface that catered to diverse customer needs.
Customers can access a range of resources, including frequently asked questions, troubleshooting guides, and step-by-step tutorials, all readily available at their fingertips.
Some of the
Result 1
Result 2
Result 3
Photo by NordWood Themes on Unsplash
We delivered
By empowering customers with this self-service option, we not only were able to reduce calls (and hence costs) but also provided a seamless and efficient means for problem-solving. Moreover, this solution offered a user-friendly interface that catered to diverse customer needs.
Customers can access a range of resources, including frequently asked questions, troubleshooting guides, and step-by-step tutorials, all readily available at their fingertips.
Some of the
Result 1
Result 2
Result 3
Shipping Logistics
Photo by NordWood Themes on Unsplash
Customer struggled with highly wasteful, expensive processes and decentralized communications, leading to inefficiencies in time and significant loss of potential revenues.
Customer struggled with highly wasteful, expensive processes and decentralized communications, leading to inefficiencies in time and significant loss of potential revenues.
Customer struggled with highly wasteful, expensive processes and decentralized communications, leading to inefficiencies in time and significant loss of potential revenues.
We delivered
By empowering customers with this self-service option, we not only were able to reduce calls (and hence costs) but also provided a seamless and efficient means for problem-solving. Moreover, this solution offered a user-friendly interface that catered to diverse customer needs.
Customers can access a range of resources, including frequently asked questions, troubleshooting guides, and step-by-step tutorials, all readily available at their fingertips.