Case Study: amaysim achieves instant customer answers and reduced support costs with Inbenta

amaysim - Customer Case Study

Amaysim is an Australian MVNO founded in 2010 that offers SIM-only mobile and broadband plans on the Optus 4G network. Faced with high volumes of routine customer questions and the need to help users find answers quickly regardless of how they phrased them, Amaysim wanted a self-service solution that would reduce pressure on live agents.

Amaysim implemented Inbenta’s patented meaning-based search and real-time autocomplete to power its online help: as customers type, they receive instant, meaning-matched answers. The result was faster customer resolution, improved self-service success and significant deflection of calls and emails from live support—saving time for customers and money for Amaysim.

amaysim