Case Study: Sangoma improves customer experience and reduces churn with AskNicely

One year with AskNicely delivered big customer experience impacts for Sangoma

Sangoma Technologies Corporation, a leader in business communications, wanted to reduce churn and improve customer experience for its 100,000+ customers across 187 countries. To support that goal, Sangoma began using AskNicely to centralize its voice of the customer program and build a more consistent, customer-obsessed culture.

Using AskNicely’s NPS and CSAT feedback tools, Sangoma rolled out post-interaction surveys, custom dashboards, daily coaching, and team accountability across the organization. The results included a 28.9-point increase in NPS, a 17-point increase in CSAT to 94.6%, a drop in agents below the CSAT goal from 56 to 17, and improved churn performance, helping Sangoma strengthen its reputation for dependable service.

Sangoma

Joel Kappes

Chief Customer Officer