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CX Solution Transforms Parents Into Tech Experts

How discovering and educating a new audience shortened AHT with 10% and increased NPS with 23%.

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Self-service transforms parents into experts

Solution: Discovering a new audience and educating a group of non-technical non-users into confident, self-serving consumers.

Results:

  • 10% decrease in Average Handling Time (AHT)
  • 23% NPS increase within the target demographic
  • Overall improved self-service success rates