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Case Study

Telco Operator Case Study

A large European Telco operator wanted to increase the number of customers who found support solutions on its website, thereby lowering the volume of calls to its contact center and reducing service costs. The company also wanted to ensure that they it retained its position as a service leader and that customer satisfaction remained high during the transition to self-service.

The company achieved amazing results including:

  • Increased online support resolutions by 15%
  • Decreased call center support costs by more than $3 million
  • Improved Net Promoter Score
  • Streamed website content and navigation

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