StarHub is a leading homegrown Singapore company that delivers world-class communication, entertainment, and digital solutions. With over 2 million customers, StarHub Mobile is the second-largest mobile network operator in Singapore with close to 30% market share. StarHub was looking to deliver prompt support and enhance CX on messaging channels. They also wanted to deliver an delightful customer experience led by NPS improvement. With 3000+ unique intents and 50+ pre-built journeys, Interakt helped deliver 125% improvement in NPS.
Challenge at Hand
StarHub’s customer support was manual and archaic, dampening the operational performance, and overall frontline customer experience. Starhub wanted to expand support on messaging channels such as Facebook and WhatsApp.
• Inconsistent handling of issues led to longer wait times, customer dissatisfaction, and a high churn rate.
• Moreover, agents had to toggle between multiple platforms to fetch information for customers.
• Agents were also unable to share technical diagrams and photos with customers which affected agent productivity.
How Interakt helped Starhub
StarHub’s customer support was manual and archaic, dampening the operational performance, and overall frontline customer experience. Starhub wanted to expand support on messaging channels such as Facebook and WhatsApp.
• Interakt build a custom chatbot for StarHub that answered queries for their services across Digital TV, Cable, IPTV, Broadband Internet, Telephone, and Mobile.
• With 3000+ unique intents to answer queries around prepaid plans, fiber broadband, brand offers, and contract eligibility, the Interakt offers a quicker resolution of questions.
• Over 50 pre-built journeys help users activate/de-activate data travel plans, roaming plans, troubleshooting guides, etc.
Results
Within just less than 8 months the NPS improved from -40 to +10. Interakt’s WhatsApp automation ensures a smooth handoff between the custom chatbot and the agents. Significant improvement was seen in the first response time for routine queries such as account balance, plans, billing, new offers, etc.
