Case Study: Leading Privately Owned Mobile Operator boosts customer satisfaction with Ozmo

Regional MNO boosts customer satisfaction and agent success with Ozmo

Leading Privately Owned Mobile Operator partnered with Ozmo after agents were relying on search engines and outdated information to support customers, which slowed interactions and made it harder to deliver consistent service. The operator wanted a better way to empower its contact center team and improve customer experience across assisted and self-service channels using Ozmo’s support platform.

Ozmo implemented Ozmo for Agents, self-support tutorials, and integrated support across the operator’s website and mobile app, including send-a-tutorial functionality and a growing virtual device library. The results included 70%+ agent confidence, 500K+ self-support resolutions, 3K+ active agent users, a 58.8 NPS, 89.02 customer experience score, 72.42 customer satisfaction score, and a 154% increase in product loads with 264,000+ assisted support interactions.