Case Study: GO Telecom improves customer response time and CSAT with Sprinklr

GO Telecom dials up customer delight, improves first response time by 90%

GO Telecom, a Saudi Arabian telecommunications company, was struggling to manage customer inquiries across social channels because agents were responding manually on native platforms, leading to long delays and frustrated customers. The team needed a unified way to handle messages across channels, improve response times, and help agents work more efficiently, and turned to Sprinklr Service Self-Serve.

Sprinklr implemented an omnichannel customer care platform for GO Telecom across X, Instagram, Facebook, WhatsApp Business, email, and live chat, with automation, reporting, Customer 360 context, and AI-driven workflows. Within six months, Sprinklr helped GO Telecom increase CSAT by 20%, cut ticket closure time from 2 days 4 hours to 1 day 2 hours, reduce average handling time by 63%, and raise SLA performance from 11% to 75%.

Go Telecom

Salman Saad Alghamdi

Customer Care Supervisor