Case Study: O2 improves retention and customer satisfaction with Lightico

How Lightico helped O2 improve customer retention by 20%, reduced drop offs by 31% and improved customer satisfaction by 27%

O2, one of the UK’s largest telecom brands, partnered with Lightico to improve its customer upgrades and retention journey. The main challenges were customers struggling to understand complex bundles and long compliance scripts that increased call times and created room for agent errors.

Lightico deployed its browser-based platform to help O2 agents visually explain offers, show deal summaries and upsell options, and collect electronic acceptance of terms and conditions instead of reading scripts aloud. The result was a 20% increase in retention, 31% fewer drop-offs, 27% higher customer satisfaction, 47% compliance improvement, and a 36% increase in insurance sales.

O2