The CX team regularly uses insights generated by Eclipse AI for informed decision-making
16% increase in referral
42% reduction in customer churn
Our client, an Australian Service provider (Broadband), was facing a major challenge, one that was challenging their survival. Despite being in business for over a decade, they had been losing customers for two consecutive years. The average churn rate for the two previous years stood at 30%. The client had a basic web app where customers could generate support tickets and pay bills.
The client needed a dedicated action plan to identify why customers were leaving and remedy the situation immediately.
After being onboarded, the first step the client’s CX team took was to integrate all voice-of-customer channels including phone conversations, ticket logs, and support chats for their services web app with Eclipse AI for a unified view of customer feedback, trends and, sentiments. Second, their CX team created dedicated surveys within Eclipse AI for each step of the user journey from onboarding to usage to unsubscribing and embedded these surveys into their web-app to maximise engagement.
With Eclipse AI, the CX team could see an aggregated view of real-time multichannel customer feedback, trends, and sentiments at both a company level as well as at individual service level. Manually consolidating and analysing omnichannel customer feedback data for all three services would have taken them weeks. Simultaneously, the client’s CX team continued collecting survey responses for one full month to ensure a large sample size.
Marrying survey responses with real-time customer feedback data Eclipse AI flagged the following issues that were driving churn:
● With the cost of living on the rise, customers were not confident about whether their bills are a true reflection of their usage● Customers preferred self-help and complained of inadequate online resources/guides to resolve their questions themselves● The web-app was prone to frequent crashes and freezing making it unreliable● Customers wanted multiple channels to choose from when contacting support including live chat, social media, phone, and email
Analysing the data at hand Eclipse AI suggested the following improvement actions:
● Enhance the functionality of the web app,web app to allow customers to check their usage rates, patterns, and historical billing information for greater transparency.● Build a knowledge library and update FAQs to cover typical everyday queries that customers call or email about and make these materials easy to locate and user-friendly● Identify technical gaps at the web-app’s backend and prioritise fixing them● Use automated online chats for routine queries to reduce incoming calls and transfer complex or pressing queries to human customer service agents.
End result? In 4 months of implementing the above actions the client saw a 42% reduction in customer churn and a 16% increase in referrals.
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Eclipse AI consolidates and analyzes omnichannel voice of customer data across different channels. Providing visibility, insights and actionable intelligence to drive revenue and growth.
