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Seamless customer experience for wireless internet and mobile virtual network operator

Apr 21 2021 ,

iOPEX built a Resolution framework to narrow down on frequently occurring issues which improved FCR to 85%.

The Client :

 The client is a wireless internet and mobile virtual network operator based in USA. The company provides "free" IP mobile services including free data, text and VoIP and sells mobile phones, tablets and broadband devices for use with their service.

The Challenge :

The client was ramping up its subscriber base through various television campaigns, and they aimed to provide First Contact Resolution in order to avoid repeat calling and offer a seamless user experience to their customers. The customer also wanted to deploy sales through service model.

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RELATED OFFERING

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CUSTOMER SUPPORT

Keep pace with your digitally empowered customers by providing a unified experience in their service journey and offer an integrated, intuitive, and automated cross channel service...

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TECHNICAL SUPPORT

Create tangible value for your digitally empowered customers through digital-first, human integrated, and omnichannel focussed troubleshooting models

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SALES & SERVICES

Gain a competitive edge by assisting your agents with better customer analytics for seamless selling in a service environment without compromising customer and agent experience