As a B – C business, News International needed to support their customers on the channels they used most frequently.
We worked with News International to provide multi-channel support for their customers – consolidating customer service agents onto a single platform.
As the most popular channels for customer queries and cases, Twitter and Facebook were integrated via social media connectors.
Alongside the app Text Anywhere, this allowed agents to respond and support using the same channel as the enquiries.
Case routing was also automated and driven by metrics –
preventing service agents from ‘cherry picking’ easy to solve cases, and managing correct case escalation