Talkmobile: Setting the standard for modern, digital customer service
Talkmobile · United Kingdom
Talkmobile, a UK-based mobile network operator founded in 2007, has partnered with LivePerson since 2014 on a conversational AI strategy spanning web messaging, social and digital channels, secure forms, and an intelligent routing bot. LivePerson's conversation data analytics let Talkmobile automate common inquiries such as bill payments and account updates on its Ecare platform, while migrating from web chat to asynchronous web messaging in 2022 drove a 60% increase in average monthly volume within six months. Talkmobile now maintains a 92% customer satisfaction score, a Net Promoter Score of 66, and an 89% first contact resolution rate, with agents responding to customers in under one minute using LivePerson's Agent Workspace.
Overview
Talkmobile, a UK-based mobile network operator founded in 2007, has partnered with LivePerson since 2014 on a conversational AI strategy spanning web messaging, social and digital channels, secure forms, and an intelligent routing bot. LivePerson's conversation data analytics let Talkmobile automate common inquiries such as bill payments and account updates on its Ecare platform, while migrating from web chat to asynchronous web messaging in 2022 drove a 60% increase in average monthly volume within six months. Talkmobile now maintains a 92% customer satisfaction score, a Net Promoter Score of 66, and an 89% first contact resolution rate, with agents responding to customers in under one minute using LivePerson's Agent Workspace.
The challenge
Talkmobile needed to grow customer loyalty while maximizing efficiency, keeping support fast and hassle-free as consumer expectations continued to evolve beyond traditional support channels.
The solution
Talkmobile partnered with LivePerson, starting with web chat in 2014, to build a comprehensive conversational AI strategy spanning web messaging, social and digital channels, conversational AI, and secure forms. Conversation data analytics on the Ecare customer account management platform let Talkmobile automate common inquiries such as bill payments and account updates, while an intelligent routing bot and LivePerson's Agent Workspace let agents respond to customers in under one minute.
Reported business value
Migrating from web chat to asynchronous web messaging in 2022 drove a 60% increase in average monthly volume within six months. Talkmobile maintains a 92% customer satisfaction score (seven points above the industry average of 85%), a Net Promoter Score of 66 (35 points above the average of 31), and an 89% first contact resolution rate. Talkmobile won the UK Customer Experience Awards overall prize in 2023, Best Customer Service Department of the Year and Excellence in Customer Service in 2024, and an International Customer Experience Award in 2024.
Sources
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