Projects

Client

Telecommunications company leader in its field

Sector

Telecommunications

Main Business

Providing internet, television, and telecommunications services for individual and business clients

Problems

• A large number of inquiries to the technical department related to basic issues and support, leading to delayed service and increased operational costs.
• Outdated and non-functional website
• Lack of automation and request systems
• Low rating on Google and review websites
• Lack of marketing presence

Initial Situation

The company is a well-established provider of telecommunications services, but in recent years the technical department has been overloaded with numerous customer inquiries. Most of them are related to easily resolvable issues – device settings, service outages, basic technical difficulties, which can be resolved and answered automatically. As a result, the response time for more complex technical problems is significantly prolonged, and customer satisfaction decreases. Non-functional request systems and a complicated and slow process.

Change

After an internal analysis and consultation, we decided to address the problems with multi-component solutions for each of the problematic areas.

Strategy

1. Building a new website with an integrated customer request system:

   On the new platform, customers can easily submit requests for problems, tariff changes, or questions, and the system automatically directs them to appropriate solutions.

2. Implementing a chatbot system:

   An intelligent chatbot was developed to provide automatic responses to frequently asked questions such as internet setup, connection issues, payments, and account checks. The chatbot recognizes different categories of problems and, for more complex issues, directs customers to the appropriate department.

3. Automation of technical support:

   A system for automatic diagnostics of internet connection issues was implemented. Customers receive instructions for automatically testing the network, which allows quick resolution of technical problems without the need for staff intervention.

4. Request form with tracking:

   A special request form has been added to the website, allowing customers to track the progress of their cases in real-time.

5. Marketing strategy to measure satisfaction and encourage positive reviews on Google and other platforms.
6. Comprehensive marketing strategy for online and offline presence.

Results

• Reduction of customer inquiries to the technical department by 75%.
• Increase in online requests by 90%.
• Increase in customer satisfaction by 40%. Customers appreciate the faster response and easy access to information and support through the new chatbot system.
• 60% faster resolution of technical issues thanks to automatic diagnostics and self-service for customers.
• Reduction in operational support costs by 50%, due to the smaller team handling inquiries and technical support issues.
• Increase in ratings by 2 points on each platform and doubling the brand's followers on social media.

Conclusion

By adapting automated tools and a new customer request system, the company significantly improved the efficiency of its technical support, reduced costs, and increased customer satisfaction.