LEADING EUROPEAN TELCO

Turning Your Customers into Support Agents

Rebuilding the
Self-Care Application

Rebuilding the
Self-Care Application

Rebuilding the
Self-Care Application

Rebuilding the
Self-Care Application

line-yellow

A special case of combining the customer engagement with a self-care capability.

THE STORY

We built a community platform effectively lowering the Call Center traffic

End customers were encouraged to ask and answer questions regarding our telco customer’s offerings, systems or any relevant topics. This paltform also offered other benefits: a searchable knowledge base, and a tool to boost customer engagement via strengthening the community around the brand.

digital_support_agent_picture

THE CHALLENGE

A community platform’s requirements are complex from moderation capabilities to gamification

An engine was needed that could effectively handle the management tasks of the customers’ community, and at the same time allow them to effectively help each other with the problems they ran into.

OUR APPROACH

We evolved a lean community platform engine into a solution that was meeting all the needs of our customer

Gamification was a key element in order to boost customer engagement. Frequent helpful users were able to reach special badges and titles, which made them stand out from the community, and a trustworthy party to help with specific topics - while being a customer, and not an employee.

THE RESULT

The switch from the existing platform has lowered the maintenance and lincense fees by 90%

The platform is still actively used in multiple local companies of our client for 3 years in 2019. It became an integrant part of the customer service toolkit within these organizations.