Case Study
25% increase in self-help dispatches with a data-driven approach to improve customer service for a multinational tech company
- Industry: Technology
This multinational technology company is one of the largest of its kind in the world and is listed on the Fortune 500. It serves a global customer base in 180 countries and has extensive R&D and manufacturing operations worldwide.
Challenge
- Low completion rate for self-service process
- High dependency on call centers for support
- Poor customer experience in troubleshooting and replacing defective parts
Solution
The team conducted a comprehensive evaluation of the self-service process, isolating high failure points and making strategic changes to both the front and back end of the web experience. This led to a more intuitive and frictionless process for customers, reducing the need for call center support.
Tech stack
Outcome
21%
Increase in customer diagnostic process engagement
25%
Increase in auto-dispatch volume
80%
Enrichment of raw data, adding context and insight into the customer experience
Enrichment of raw data, adding context and insight into the customer experience