Case Study: Virgin Mobile achieves 70% faster customer service resolution with Lexer

How To Handle PII in Social Customer Care

Virgin Mobile faced a major challenge servicing customers on social channels because privacy laws limit how personally identifiable information (PII) can be processed, yet roughly 25% of its service requests include personal data. To address this, Virgin Mobile deployed Lexer’s social authentication workflow (Lexer Engage surveys) to verify customers quickly and securely without exposing PII on social platforms.

Lexer implemented a compliant survey-based verification that captures customer responses in private messages and stores data in an ISO, SOC and GDPR-compliant environment. As a result, Virgin Mobile cut first response times by 28%, reduced case resolution times by 32% and now resolves queries up to 70% faster, improving agent efficiency and customer care.

Virgin Mobile

Robbie Dickenson

Associate Director