Three was on a journey to transform the experience it delivered to customers, aiming to utilise technology to offer a more seamless service to those interacting with the brand.
One area of focus was the Customer Retention journey. Three was keen to work with their existing customers to build a better understanding of their needs, so they could provide an enhanced level of service including. The original retentions journey had two issues:
Three’s sales agents were restricted to voice and chat-bot communication with their customers, which often led to customers becoming confused.
Customers felt overwhelmed by information due to the variety of calling plans and options available, which led to a high-than-expected rate of drop-out.
Three deployed Vizolution’s white-label platform as ‘MyView’ and rolled it out across their Customer Retention journey.
The platform allows retention agents to display information on a customer’s device (mobile phone, tablet or computer), compare offers, product bundles, pricing and then download relevant T&Cs during a single customer call.
Three’s agents now have the ability to demonstrate exactly what they mean to customers during calls, providing added clarity and enabling customers to be fully informed before completing their transaction.
The result was a customer journey that combines visual representation and real-time advice via low cost and convenient digital channels.
The Impact
Using our platform Three improved their customer and agent experiences, saw a significant increase in their Net Promoter Score (NPS), reduced customer churn, and achieved substantial savings.
