TELECOM · CUSTOMER EXPERIENCE · 2023

Telecom self-service without the call centre.

A self-service layer that absorbed repeat support cases before they hit an agent.

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Results

−14%

Support calls

−4%

Churn

+1.9

App-store rating

The brief

A self-service platform sized to take repeat support cases off the call-centre queue. Success looked like reduced call volume and reduced churn — both moved.

Approach

01Call-log analysis to identify the top 20 recurring issues
02Service blueprint across channels (app, web, store)
03Self-service flows with agent handoff fallback
04CRM instrumentation for feedback loops

Our role

Service design
UX + IA
Platform architecture
CRM integration