Deflecting voice calls to lower-cost digital channels
VOICE
SMS
WHATSAPP
SPECIALISED PROGRAMMATIC
STREAMLINING
OPERATIONAL COSTS
REDUCED CONVERSATIONS
CX SATISFACTION
Summary
UK utilities provider Centrica used Cisco's Webex Connect to modernize customer service with digital channels like SMS and WhatsApp, reducing operational costs and significantly boosting customer satisfaction and Net Promoter Score.
Challenges
Reduce high inbound call volume, improve customer experience, and streamline operational costs by incorporating digital communication channels.
Solution
Centrica implemented Webex Connect with Cisco, using SMS and WhatsApp to deflect voice calls and enhance customer service.
Outcome
Reduced operational costs and increased customer satisfaction, with a notable rise in Net Promoter Score. Enhanced scalability and continuity through digital channel adoption, streamlining interactions and improving query handling efficiency.
Sources
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