Optimizing Telecommunications Support with ZenDesk
Business Overview
The client is a 100% Filipino-owned provider of cable TV and high-speed internet services in the Philippines, holding NTC and ISO 9001:2015 certifications. The company offers a wide range of services to both residential and commercial customers across multiple cities.
Challenges
Overwhelming Service Requests: A high volume of tickets strained support capacity.
Scattered Ticket Management: Disorganized tracking made it difficult to prioritize issues effectively.
Inconsistent Reply Quality: Variations in agent responses led to reduced customer trust.
Slow Outage Escalations: Manual processes for escalating outages resulted in delayed problem resolution.
Uneven Agent Experience: Lack of standardized responses led to inconsistent service quality.
Solutions
Unified Support Channels
All customer interactions were centralized in a single platform for seamless tracking and management.
AI-Powered Responses & Self-Service
Automated responses and self-service options were enabled to reduce wait times and empower customers.
Automated Quality Reviews
Consistent service standards were maintained across all interactions through automated reviews.
Real-Time Coordination with Field Teams
The system provided instant updates between support and field teams, improving outage handling.
Return from Solutions
Faster Response Times: AI-powered replies and self-service options reduced customer wait times.
Real-Time Field Coordination: Instant updates improved outage handling and overall efficiency.
Consistent Service Quality: Automated quality reviews ensured a higher, more consistent level of service across all interactions.