Head of Care Transformation and Premium Support
2:50 PM Case Study: Digital Adoption at Spark NZ: Driving Customers to Engage with Digital Tools to Reduce Customer Call Wait Times
Over the past 14 months, Spark NZ have embedded a framework and strategy classified as Digital Adoption, and has been designed to encourage confidence in customers to move towards utilising digital tools for contact. In the past 12 months of adopting the approach and teaching customers to use digital tools, and chat functions, call volumes have reduced significantly. This has filtered customer interactions to allow more focus on complex and meaningful conversations over the phone as a support channel, and digital tools to drive speed and efficiency to broader customer enquiries.
- How Spark NZ gave confidence to customers in utilising digital tools, particularly with those who were unsure of its ability to fix the issue
- Working with the UX and Marketing Team in the implementation of Chatbots and raising awareness to encourage its use
- Changing ways of working and KPIs internally to promote digital interaction and breaking down legacy thinking