Non-stop service means happy customers
It’s not errors that cost you customers, it’s slow resolutions
When your service is interrupted, your customer wants an instant and low-effort resolution.
You can offer this by connecting your user community, who knows your service inside-out, to share insights with other users.
This allows you to offer instant support within a few seconds even during peaks.
Boost your customer retention
Phillip’s been waiting to watch his favourite show for weeks, but as soon as he hits play, there’s an error.
Even though your service team is offline, there’s no need to let Phillip down. Phillip can receive instant support from your brand enthusiasts via a live chat for an instant resolution.
Instant resolutions, when your customers need it, ensures customer retention.
Campaign peaks: how NowTV uses the CX platform
NowTV Italy used GUURUs CX platform to launch a marketing campaign for Gomorra’s fourth season. The platform and NowTV’s brand advocates (Guurus):
- managed peaks of 1500 chats per day avoiding service bottlenecks;
- ensured an average response time of only 33 seconds;
- offered 24/7 support beyond office hours (20% of support was after 22:30 pm);
- and ensured an NPS of 53.
KPIs our clients reach using GUURU
GUURU keeps its promise. Every inquiry is answered within a few seconds at any time of day.
This makes our customers happy and helped us raise our NPS to 53.”
Marco PejeroniHead of CRM and Quality Assurance