Sending a Message about Digital Transformation

Digital Transformation
Case Study / Media & Communications

Telecommunications company
delivers record CSAT with
business messaging

0
%
Customer Satisfaction
0
%
of Inquiries Served via Messaging
0
X
Productivity Compared to Voice

Challenge

A leading converged media and telecommunications company serving consumers in several European countries was seeking to better engage their highly mobile, tech-savvy customers both at home and on the go.

But how could they create a better customer experience for over 25 million homes and businesses as well as over 6 million mobile customers? This innovative global brand was more than up to the challenge and set an aggressive goal to move more than 50% of their traditional voice and chat customer interactions to business messaging. They realized they couldn’t do it alone and needed a similarly bold technology and services partner to make their digital transformation happen.

Solution

The client partnered with Concentrix to support the aggressive digital transformation of its customer engagement strategy focused on moving from legacy calls and chat to meeting customers on their preferred devices and social media platforms of choice.

Concentrix Digital Services worked hand in hand with the client to successfully execute the move. In doing so, they expertly identified and leveraged the best use of SMS, Web, Facebook Messenger, and WhatsApp for the client’s target use cases through our Concentrix XP Messaging solution.

The move to messaging not only exceeded the client’s efficiency and cost-saving targets, but netted double the productivity of voice.

Outcomes

As a result of our digital transformation, the teams delivered an incredible 92 percent CSAT – a record for any customer channel the client had ever launched to date.

Today, more than 50 percent of customer inquiries are served via business messaging.

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