Case Study: Leading European Telco achieves 90%+ CSAT and 60+ NPS with AppDirect’s AppHelp

AppHelp turns support from a cost center to brand builder

Leading European Telco wanted to stand out in the saturated UK market by improving loyalty, CSAT, and NPS through premium support for non-telco technology in the home, including computers, tablets, printers, and digital cameras. The company used AppHelp, an AppDirect solution, to provide this customer support offering.

AppDirect implemented a fully managed AppHelp premium support program with 24/7 labor services, trained agents, sales support, and integrated billing and CRM in under 12 weeks. The results included 90%+ CSAT, 60+ NPS, and more than 30% sales conversion on referred support calls, while also turning support into a profit center with margins above 30%.