Adobe Systems

Adobe Systems

Pushes Customer Satisfaction to an All-Time High with [24]7

Adobe implemented a [24]7 solution for their online business that reduced voice calls by 90% while increasing customer satisfaction to 86% and yielding $5M in incremental annual revenues.

After changing its business model, Adobe
  • Experienced a dramatic increase in their online business
  • Had a serious contact center challenge
  • Was at risk on customer satisfaction
The [24]7 solution includes [24]7 Assist’s prediction and real-time decisioning to drive better sales and service outcomes through chat across online and mobile channels and
  • Simplified the customer experience: 41% of all interactions are online vs 3% at start
  • Resolved issues: 14% higher first contact resolution than voice
  • Reduced the need for calls into the contact center: 61% reduction in leakage from digital to voice

See the Success Story