The results
An awesome customer experience and fewer truck rolls
By providing customers a self-help tool, Execulink was able to drastically reduce support time and costs. Of the customers that use the Execulink Helps app with integrated RouteThis Self-Help, 86% are able to resolve their issues themselves without a call into support. This option is so popular, Execulink saw a 5x increase in self-help activity during a recent service outage, reducing the pressure on support agents.
As support agents gain greater visibility into the customer’s home WiFi environment via RouteThis Resolve, the number of unnecessary truck rolls also has decreased — from 82% to 1%. Plus, Execulink has realized new, unexpected business opportunities. “Access to new data through RouteThis told us that 10 percent of self-help users were not even our customers,” said Andrea Atkinson, Vice President of Customer Experience at Execulink Telecom. “RouteThis provided a solution for us to market our products and services to these potential customers. That’s the value-add of working with a really great partner like RouteThis.”
Most importantly, Execulink is able to provide a higher quality customer experience, as call wait times shrink and problems can be solved more quickly, with average talk time down by roughly 20%. And because customers are less frustrated, agent turnover is down significantly, which means more experienced agents are available to provide an even better experience.
SERVICE PROVIDER | CASE STUDY
