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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 organisation competes successfully, its service department was plagued with repeat calls and escalating costs associated with call volumes.

Thanks to a partnership with Smoke Customer Intelligence, the organisation was able to improve first call resolution by 8%, decrease costs by $4million, 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 organisation-wide results.

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