How Digicel improved customer care experience despite smartphone proliferation

Mobilethink case study

Mobile operators have long lived with the burden of being the de facto technical support centre for device manufacturers. Because of the rapid proliferation and diversification of the smartphone market, helping customers to get their smartphones online is fast becoming mission impossible for operators’ customer care teams.

Digicel, one of the Tier 1 operators in El Salvador, identified early how this growing problem would impact badly on customer experience KPIs and decided to act upon this problem before it became too late. Read the case study and learn how Digicel reached their customer experience goals in just one year from deploying Mobilethink’s Device Guides.

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