Delivering improved CSAT, increased FCR and more profit for Africa’s leading entertainment provider.
When organisational strategy meets leading VOC
As Africa’s leading entertainment company, our customer deeply understands the value that customer experience plays in their success. With the launch of a “Customer First”strategy in 2015, the industry giant sought to drive a culture of customer-centricity throughout the organisation.
Through a partnership with Smoke Customer Intelligence the organisation has exceeded 80% satisfaction for two years in a row, has decreased customer churn, increased their NPS score by 7 points and improved inbound contact center performance.