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Digital Support

“Do It Yourself” digital support for cyber-security customers

Problem

70% of customers want to self-help support, however only 30% are happy with current online support offerings.

Goals

Increase First Contact Resolution Rate to 80%

Solution 1

 

Incorporated personalized recommendations based on subscription and click history to encourage self-help support.

Solution 2

 

Retention/Refund tool – Employ algorithm to determine lifetime value of customers for retention/refund experience.

Results

  • 50% Reduction of live agent contacts – YoY
  • 800k projected annual savings from reduction of live agent contacts
  • Maintained retention rate of online cancel requests as compared to live agents