Customers -- Communications

Online With Bill Estimator Keeps Consumers Up, Down Under

A leading telecommunications company in Australia, delivers cutting-edge communications, information technology and entertainment services for more than 8.9 million customers each day.

The telecommunications company’s Business division began to experience an increase in the number of billing enquiries when new customers received their first mobile bill. So in response, the company quickly set out to find a new way to improve customer experience and reduce the number of enquiries handled by their contact centers.

That’s where [24]7 entered the picture. Our Bill Inquiry app using [24]7 Online estimates a customer’s upcoming mobile charges based on usage trends to help manage cash flows. [24]7 Assist anticipates customer issues and resolves them with chat assistance as needed.

As a result, consumers have rewarded the leading telecommunications company with fewer calls and the highest Customer Satisfaction (CSAT) ratings that the company has ever had. This exceeds their already high experiences.