Customer Success Story
Customer success story
Differentiate the customer experience, improve productivity & lower costs CSG’s approach to customer communication Business Overview One of the nation’s largest satellite digital services providers saw an opportunity to better control how calls were routed through its call center for faster resolution and an improved overall experience. Nearly 80 percent of its inbound calls were solely for processing payments which took valuable agent time away from higher priority support issues. Prior to leveraging CSG Interactive Messaging the company faced numerous business challenges with its existing system, including: A single customer service queue for their call center, which relied on customer keypad selections for call routing; customers wouldn’t reach the right agent based on their needs. As a result, customers endured complex interactions without the guidance of a subject matter expert, as well as a poor interaction, often times with repeat calls to find resolution Limited automation hindered their ability to provide any outbound notifications to customers, especially during service outages The status of customer calls and the rating of their experience was often unknown because its existing system lacked any survey or reporting capabilities The company realized that augmenting its legacy system would require extensive work to perform as desired and would require further customizations as its service offerings grew. Instead the company partnered with CSG to initiate a new Interactive Messaging approach—one that would allow for extensive automation, integration with existing systems and the ability to deliver up-to-the-minute communication to its customers. ® CSG IS CSG A REGISTERED TRADEMARK OF CSG INC. ALL RIGHTS RESERVED. © 2022 SYSTEMS INTERNATIONAL, INC.SYSTEMS AND/OR INTERNATIONAL, ITS AFFILIATES (“CSG”). © 2022 SYSTEMS INTERNATIONAL, AFFILIATES (“CSG”). ® CSG ISCSG A REGISTERED TRADEMARK OF INC. CSG AND/OR SYSTEMSITS INTERNATIONAL, INC.ALL RIGHTS RESERVED.
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