Multi-channel communications & system consolidation
Summary
UK broadband provider TalkTalk used Cisco's Webex Connect to unify communication channels, achieving a 30-point NPS increase and transitioning 30% of customer contacts to digital messaging, enhancing satisfaction and efficiency.
Challenges
Integrate advanced communication technologies to enhance customer service, meet evolving expectations, and maintain competitiveness in telecommunications.
Solution
TalkTalk integrated Webex Connect with Cisco to unify communication channels, including SMS, WhatsApp, and Apple Messages for Business.
Outcome
Increased Net Promoter Score by 30 points, transitioned 30% of weekly contacts to digital channels, improved operational efficiency, enhanced customer satisfaction, and streamlined communication with centralized visibility and control.
Sources
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