Case Study: Multinational Entertainment Retailer reduces support costs with TTEC’s One Right Answer

Multinational Entertainment retailing Company - Customer Case Study

TTEC worked with a multinational entertainment retailing company that handles more than 20 million customer requests for technical support and customer service. The customer wanted to improve its online support experience, increase self-service, and reduce costly voice and email inquiries, especially ahead of Cyber Monday.

TTEC implemented “One Right Answer,” a question-to-answer matching technology designed to deliver accurate self-service responses from internal knowledge and real-time analytics. The solution deflected 5,000 voice/email inquiries per month, is projected to divert 60,000 contacts annually, generated $400,000 in annual support cost savings, and achieved 87% of “questions answered” within four months.