The challenge
This telecommunications provider supports customers through digital and assisted service channels. It wanted relevant customer information available to agents and a consistent experience across support interactions.
The provider needed a portal that worked with its customer information and telephony platform. Self-service, portal communication and agent support had to form a connected journey rather than separate channels.
Agent context
Bring relevant customer information together.
Digital and assisted support
Connect self-service tools with access to agent support.
Voice integration
Join the existing telephony environment to the service platform.
What we did
8Squad brought customer information together, co-designed a digital support portal and integrated voice through Service Cloud Voice.
Connect customer information
A shared view supported sales and service teams.
Build digital self-service
The portal, chat and FAQs gave customers more ways to resolve issues.
Join voice to the journey
Telephony integration supported a connected assisted-service experience.
What changed
The project reported a 40% reduction in case volumes, associated with self-service, portal communication and more issues resolved digitally without agent support. Customer information and voice were connected to the service experience.
Reported reduction in case volumes
40%
Case definition, baseline, measurement period and disclosure approval pending
| Focus | Goal | Delivered capability |
|---|---|---|
| Support channels | Connect portal communication, self-service and assisted support | A digital support experience linked with customer information and voice |
| Agent information | Bring relevant context together | A connected customer view for service work |
