Bouygues Télécom is a large French corporation, with a long history of customer interaction and customer service. Its services include internet, mobile telephony, fixed telephony and digital television. Because of this very wide range of services, managing customer interaction efficiently was a key challenge.
One of the main reasons that customers interact with Bouygues is when an issue occurs. Customers can raise a complaint, which results in a support ticket in the organization. By nature, these are very urgent, very diverse and result in a high number of interactions. Previously, these tickets would put great pressure on the call center because customers often preferred this channel as the most suitable for technical issues. The average amount of monthly inbound telephone calls was into the tens of thousands. The concern was that the overall customer experience would suffer from wait times and not being able to have needs met in a convenient and timely manner.
Bouygues’ wanted to significantly reduce the number of inbound calls related to follow up on support tickets, all the while increasing customer satisfaction (measured by Net Promoter Score (NPS).