Summary
This document is a case study detailing Ultra Mobile's transformation of its customer engagement operations. The company, which has experienced rapid growth since its founding in 2011, faced challenges related to increasing customer support inquiries and the need for enhanced customer experience. To address these issues, Ultra Mobile partnered with Khoros to implement a new agent desktop and chat experience, along with an AI platform and mobile messaging channels. The initiative led to significant improvements, including a 63% chatbot containment rate, $2 million in support cost savings, and $4 million in incremental revenue. The case study outlines the strategies employed to enhance agent efficiency and maintain high customer satisfaction, achieving a 95% NPS and a 4.0 CSAT rating on new messaging channels. Overall, Ultra Mobile's proactive approach to customer engagement has resulted in a revenue-positive care operation, showcasing the effectiveness of their new operational model.
