Case Study: KDDI achieves 90% CSAT with LivePerson conversational messaging

KDDI achieves 90% CSAT with LivePerson conversational messaging

KDDI, a major Japanese telecommunications and services company, sought to improve communication with its customers, particularly younger generations reluctant to make phone calls. Their challenge was to increase customer retention and satisfaction by expanding beyond their traditional voice and web form channels. To address this, they partnered with vendor LivePerson to implement its conversational messaging solution.

By leveraging LivePerson's technology, KDDI launched omnichannel messaging on platforms like LINE and Apple Messages for Business. The solution from LivePerson successfully achieved a record 90% customer satisfaction score, which was over 10% higher than their voice channel results. Additionally, the implementation led to a 1.5% reduction in operator turnover and a two-fold increase in agent productivity through the use of bots.

KDDI