See how Vizolution helped O2 improve customer retention by 20%,
reduced drop offs by 31% and improved customer satisfaction by 27%.
O2 Case Study
See how Vizolution helped O2 improve customer retention by 20%.
O2 partnered with Vizolution with the aim of improving their customer upgrades and retentions journey.
Two key pain-points that were causing customers to drop off were quickly identified:
Customers were often frustrated as they struggled to understand complex bundles.
The verbal reading of compliance scripts was inflating call lengths by 40% and left the potential for agent errors.
Vizolution deployed a custom vScreen journey to make it easier for O2’s agents to explain products and meet compliance regulations:
Customers were shown a summary of their deal on screen and offered upsell options like insurance, helping them to understand their purchase and encourage completion.
Agents displayed T&Cs to the customer and collected electronic acceptance. This eliminated the need to verbally read scripts, and built an audit trail that proved compliance.
customer to join a
Agent visually displays
T&Cs, devices, features &
benefits of the proposition.
Deal summary presented
to customer with
confirmation of tariff change.
Agents presents compliance
script visually. Customer
customer with next
steps and provides
link to online shop.