Case Study: One Top Tier North American Mobile Operator drives digital app support and adoption with Ozmo

How a tier one US MNO partnered with Ozmo to support its "My Account" mobile app

One Top Tier North American Mobile Operator partnered with Ozmo to improve support for its “My Account” mobile app. The operator needed a better way to guide agents and offer self-serve help because customers were frequently contacting support for account issues, while agents lacked current materials and risked relying on inaccurate or insecure sources.

Ozmo implemented its omnichannel support platform, including Ozmo for Agents and self-serve support tools, to provide always up-to-date, contextual guidance for the My Account app. The results included a 75% agent engagement rate, more than 1.2 million customer interaction sessions supported in ten months, over 25,000 answers sent to customers, and 12+ app updates supported each year, helping reduce call volume and drive digital adoption.