Delivering Omnichannel Support to Increase CSAT

In line with their mission to be the most customer-centric company on the planet, our client mandated every teammate service voice, email and chat support channels, handle complex billing inquiries, and exceed sales expectations.

To measure this, our client set a target CSAT of 90%. They valued resolution over handle time. The ultimate goal was to not escalate any issue until they absolutely could not solve the customer’s issue themselves.

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