Case Study: Fortune 100 Telecom Company achieves higher CSAT and lower support costs with Directly

Fortune 100 Telecom Company - Customer Case Study

A Fortune 100 telecom company was struggling to support a large, fragmented Android customer base through its IVR phone system, especially with the complexity of different devices and operating system versions. It partnered with Directly to test an intelligent automation platform that could move callers off the phone and into digital support via SMS.

Directly implemented a virtual agent-led flow that matched caller intents, sent SMS links to expert-authored answers, and routed unresolved issues to experts for live help. The pilot delivered strong results: CSAT rose from 63% to 95%, containment increased from 23% to 38%, return calls dropped 22%, and cost per resolution fell 80% to $1.62.