Sep 29, 2022
No image
Service categories
Domain focus
Media & Entertainment
Challenge
How do we help the brand’s customers with their questions and concerns related to their satellite and streaming subscriptions, setup and service issues?
With agent wait times growing longer and customers’ appetite for chat options evolving, the brand was looking to expand their reach while also providing customers with more self-serve options in a faster and more efficient medium. It was important for them to have a solution that would save their agents time and improve customer satisfaction.
How do we help the brand’s customers with their questions and concerns related to their satellite and streaming subscriptions, setup and service issues?
With agent wait times growing longer and customers’ appetite for chat options evolving, the brand was looking to expand their reach while also providing customers with more self-serve options in a faster and more efficient medium. It was important for them to have a solution that would save their agents time and improve customer satisfaction.
Solution
Analyzing user needs, transcripts and leveraging our dashboard metrics, we created a friendly, guided conversational experience that allows users to self-serve and get immediate answers to their pressing concerns. We also utilized a variety of APIs to further contextualize and personalize the user experience.
Once the bot was launched, it was prominently featured on the brand’s website, in addition to Google Business Messages, Apple Business Chat and SMS messaging channels.
Analyzing user needs, transcripts and leveraging our dashboard metrics, we created a friendly, guided conversational experience that allows users to self-serve and get immediate answers to their pressing concerns. We also utilized a variety of APIs to further contextualize and personalize the user experience.
Once the bot was launched, it was prominently featured on the brand’s website, in addition to Google Business Messages, Apple Business Chat and SMS messaging channels.
Results
Master of Code was able to substantially improve user engagement metrics, CSAT and containment rates:
- 120K Average weekly users;
- 80% Containment rate of streaming flows;
- 46% Improvement in subscription rate;
- 1K% Payments processed a month
Master of Code was able to substantially improve user engagement metrics, CSAT and containment rates:
- 120K Average weekly users;
- 80% Containment rate of streaming flows;
- 46% Improvement in subscription rate;
- 1K% Payments processed a month