Customer Case: How Bredband2 works with Conversational AI

Bredband2's approach to increasing customer satisfaction

As Bredband2 aimed to boost their customer satisfaction levels, their focus was on refining every aspect of their conversations. To achieve this, they initially concentrated on improving their introductions. Once they mastered the introductions, they shifted their focus to other elements, such as empathetic wording, positivity, and polite outros.

To ease the coaching process, employees continuously learn from their most successful peers and draw inspiration from specific cases. For example, they are constantly working on replacing neutral expressions with positive and empathetic words like “I totally understand”, “fantastic”, or “excellent”.

This proactive focus on improving dialogues resulted in a 20% increase in customer sentiment within just three months. The sentiment score is regularly measured by the frequency of positive words and expressions of gratitude used by customers during conversations.

‍

Bredband2's strategy for streamlining their customer center

Right after Bredband2 implemented Capturi, they realized that conversations exceeding 15 minutes made up over 23% of their total call duration. This revealed a large opportunity to reduce their overall call duration.

A key method to reduce call duration is making it simpler for employees to access necessary information. For Bredband2, this strategy is crucial as searches for information lead to 95% longer call duration and 86% increased customer frustration.

To test the potential for streamlining their conversations and reducing call duration, Bredband2 decided to set up a test group. This group consisted of 10 employees who, with the help of Capturi AI, continuously received personalized advice for each employee based on their typical approaches. Through a focused effort on regularly updating their knowledge database and providing customized coaching based on the advice, the test group decreased their call duration by an impressive 11% within only three months.

‍

Bredband2’s approach to implement win-back strategies

When working on improving customer retention rates, it is crucial that employees are curious about why customers consider canceling their subscriptions. For instance, a customer might need a different type of subscription or may have had a bad experience with the product or service.

The process of uncovering needs is essential not just for retaining customers but also for identifying future improvement initiatives. Once Bredband2’s team gets an understanding of a customer's needs, employees can try to retain customers by providing offers like discounts, a technician visit, or a different type of subscription.

‍

Ongoing efforts in conversational AI

Generally, better customer experiences are results of hard work. So, once the team at Bredband2 has successfully changed habits and routines within one area, they are ready to introduce new focus areas. For instance, the team has just set a goal to further increase their customer sentiment score by 20%, reduce the call duration, and minimize the number of repeat calls.

They will achieve this by basing their onboarding and coaching processes entirely on positive examples. Also, they place greater emphasis on exploiting the information from customers to foster even better experiences across departments.