Phonism embarked on an in-depth analysis of device support tickets for a large Service Provider. Over a six-month period, we meticulously recorded and analyzed approximately 200k tickets, uncovering significant results.
Typically, resolving a support ticket can take anywhere from 24-72 hrs*. Agents managed 20-30* cases daily.
From a glance
Three main categories dominated these tickets:
60k* Call Forwarding and Advanced Call Handling
39k* Phone Registration Issues
14k* Move-Add-Change-Delete Requests
These categories represent the bulk of the tickets, indicating specific areas where self-service can have a transformative effect.
The Results
Through our analysis, we discovered that 95%* of these device tickets could be eliminated via self-service when utilizing Phonism's platform.
This revelation highlights the substantial impact of incorporating self-service options on reducing support tickets and improving operational efficiency.
Conclusion
This case study demonstrates the potential of Phonism's self-service capabilities to dramatically reduce support tickets, streamline operations, and enhance customer satisfaction. By empowering users with self-service options, service providers can significantly decrease resolution times and free up valuable resources.
*Approximately
For a detailed analysis and to explore how Phonism can transform your device support strategy, visit our website or contact our sales team.
