At a glance:
Our telecom customer does a substantial amount of customer care through messaging and social media. In order to improve customer experience and retention throughout a 100% digital experience, Logic20/20 developed integrations for Twitter and Facebook to personalize and improve customer experience. Providing digital care agents and their managers the ability to personalize their customer-facing persona has improved the overall care experience and led to great improvements in customer retention and feedback. Other care agent tools have also greatly improved the experience of the people providing customer care, all to high accolades within the company.
The customer wants to increase its customer retention rates by improving the overall satisfaction with support experiences.
Approach and Solution:
The Logic20/20 team provided architectural experience to:
Value and Benefits - “the wins”
Logic20/20 provided the customer with a new customer interface that will: