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Read moreClient story · TelecomSample story
A new self-service app for a telecom operator
An app that lets customers change plans and fix common problems without calling.
Client challenge
Customers had to call the contact centre for simple changes, which kept queues long and costs high.
Solution
A rebuilt self-service app where customers change plans, pay bills and fix common problems themselves.
Benefits
- More changes completed without a call
- Shorter contact centre queues
- An app that is easier to keep improving
How we worked
We studied the most common reasons customers called, designed for those journeys first, and released new features every two weeks.
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United Kingdom
London
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United Kingdom
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