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WHEN VOC MEETS THE COST OF CONNECTIVITY

When traditional efficiency strategies in the contact center failed to curb costs, a Mobile Giant turned to us to improve Customer Experience while driving performance and cost containment through VOC.

When customer experience delivers cost saving

As Africa’s biggest Mobile network, our client operates in a highly competitive and homogenous industry where customer experience is the leading enabler of market share. While the organization competes successfully, their service department was plagued with repeat calls and escalating costs associated with call volumes. .

Thanks to a partnership with Smoke Customer Intelligence, the organization was able to improve first call resolution by 8%, decrease costs by $4mil and enhance customer satisfaction. As they contemplate a future full of digital disruption, Smoke CI continues to partner with them in a process to embed CX throughout their customer journey so that an omnichannel approach to VOC is enabled, managed and delivers organization-wide results

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