Commercial Service Case Study

Challenge

A provider of wireless communication with more than 50 million customers faced a steady decline in customer support satisfaction, leading to an erosion of its brand's reputation in the marketplace. The client sought an alternative to its voice-based customer service support, in order to alleviate long wait times and increase overall satisfaction.

Solution

Connextions' existing on-line "Click-to-Chat" sales partnership with this client was leveraged, to initiate the same technology in customer care.

Results

The number of customer interactions and level of quality for this program has consistently improved. Currently, more than 300,000 chats are handled per month. The issue resolution (IR) percentage increased to 79 percent from 42 percent at the program's inception; surpassing the overall IR average for the client, enterprise-side. First call resolution (FCR) showed similar growth; rising to 64 percent from 41 percent at program inception – surpassing other sites' FCR on a monthly basis. Chat is now overwhelmingly accepted by this client's customers. Nine out of 10 customers report they would use the Chat option again for their support needs with this client.