Case Study: UK’s leading IT services company achieves 90% webchat satisfaction and 60% lower contact costs with Fospha

Providing Advanced Webchat for One of the UK’s Leading IT Business Software and Services Providers

UK’s Leading IT Services Company, which supports public sector organisations with digital platforms and consultancy, needed to reduce customer service costs and improve satisfaction as local authority grants fell. They engaged Fospha to help redirect callers to an online webchat channel and reduce reliance on costly call centres.

Fospha deployed its Customer Journey Optimisation and Intent Triggering tools—using customer scoring, automation and customizable interventions—to detect when visitors were “stuck” and proactively offer webchat (including suggesting webchat before showing the call-centre number on contact clicks). The results: 90% webchat satisfaction, 78% of respondents said they would otherwise have phoned, and an average cost of £0.86 per contact, 60% cheaper than phone calls.