How Sage BPM increased our client’s customer satisfaction score to over 80%

THE BENIFITS

  • With 24*7 team in place, the customer satisfaction score was over 90%.
  • Sage BPM team was able to maintain a first-time resolution rate to over 80%.
  • The user-base increased by 800% within the next few months.
  • The issues/bugs reported by users were resolved well within the service levels, within 24-48 hrs.

OVERVIEW

A client, who is one of the leading providers of global connectivity services, launched a mobile app which enables users to access mobile data at local rates while travelling abroad.

Business challenge

They were one of the early entrants in this and had an opportunity to build the user-base. At the same time, the app was evolving so they wanted to immediately know of any issues or bugs in the app as well as get timely feedback. So they needed a team to help them serve the users in case of any questions or resolve any issues via Live Chat (which is accessible from the app itself).

How Sage helped?

The Sage BPM team worked closely with the client’s development team to understand the activation process and troubleshooting of issues which might occur in the app. Sage BPM prepared a detailed document along with the screen-share video where required, and trained the experienced customer support team on app and its functionalities. Since the app was globally rolled, it was important to attend to the users in real-time and accurately address their concerns/questions. A team of customer support experts were deployed 24*7.