Top Five Broadband Provider Streamlines Customer Survey Process and Reduces Costs

Dedicated to providing excellent customer service, a top five broadband provider sought to survey customers after a home installation or service repair. Using agent resources to make outbound survey calls, the carrier achieved a high customer participation rate; however, documenting and updating the results was a time consuming and costly process. In an effort to lower costs and continue to provide excellent service, the company turned to Varolii.

Getting customer feedback within hours of the service call allows the broadband provider to take immediate action on the results. Varolii reached these project goals within weeks of deployment.

Within weeks, the company saved 44% compared to using agents and had a completely automated system with best processes in place.