25% increase in self-help dispatches using a data-driven approach to improve customer service for a Fortune 500 tech company
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.
A comprehensive data analytics strategy was employed to understand user behavior and preferences on the self-service portal. Based on these insights, significant UI/UX improvements were made. The portal was also equipped with features for continuous feedback and improvement, thereby creating a self-sustaining system for ongoing enhancements.
Data & Analytics
Increase in self-help dispatches
Enhanced customer experience:
improved UI/UX boosted satisfaction scores
Reduced call center strain:
intuitive portal reduced support calls
efficiency gains led to undisclosed cost savings.