Case Study: Three improves customer retention and NPS with Lightico

How Lightico helped Three significantly increase their Net Promoter Score (NPS) and reduce customer churn

The UK-based connectivity company Three faced challenges with its customer retention process, where agents were restricted to voice and chat-bot communications. This often led to customer confusion and a high rate of drop-out, as clients felt overwhelmed by the variety of calling plans and options available. To address this, Three partnered with vendor Lightico.

Lightico provided its white-label platform, which Three branded as 'MyView'. This solution enabled agents to visually share and compare offers with customers on their own devices during a call, adding clarity to the process. The implementation significantly improved the experience, resulting in a 1.5% reduction in customer churn. Furthermore, 94% of Three's agents now recommend the MyView tool.

Three

Barry Shields

Head of Service Sales