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Related Posts about : self-serve

One Mobile-First Journey Across Wireless, TV, Internet, and Home

A telecom operator’s customers had to call or visit a store to manage wireless, TV, internet, and home services, and every one of those trips was a chance to lose them. Executive Summary “Customers do not think in channels. Their experience should not have to either.” The operator needed to modernize its online experience so […]

A Shake-to-Activate App That Delighted Users and Lifted NPS

A telecom operator wanted its flagship self-serve app to do more than manage accounts, it wanted a moment of delight customers would remember and recommend. Executive Summary “Utility earns adoption. Delight earns advocacy.” The operator needed a self-serve mobile experience within its flagship app to boost activations, adoption, retention, and brand value, letting users monitor […]

A Self-Serve Retail App That Made In-Store Price Checks 75% Faster

In-store shoppers were waiting on busy associates just to check a price, and every delay chipped away at satisfaction while overloading staff. Executive Summary “Give shoppers the answer in their hand and everyone wins, the customer and the associate.” A retail client wanted to enhance the in-store experience by giving customers instant access to product […]

A Three-Step Activation Flow and Content Updates in Minutes, Not Weeks

For a telecom operator, every extra click cost a customer and every content change waited on IT, so the buying and upgrading experience had to shed both. Executive Summary “Every extra click is a customer you might lose. Every IT dependency is a day you cannot get back.” The telecom operator needed to revamp its […]

A Seamless Buy and Self-Serve Experience for Millions of Telecom Customers

When a customer cannot buy a service or upgrade a device online, they switch. For a large Canadian telecom, a flawless eCommerce and self-serve experience was the difference between keeping customers and losing them. Executive Summary “In a high-churn market, a broken buy flow is not a bug. It is a lost customer.” A large […]