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News : Bouygues Télécom Deploys NGDATA SmartVideo to Enhance and Personalize the Customer Experience
New York, NY, USA, Nov 8, 2018 -- NGDATA™, a customer experience management solutions company, announced that Bouygues Télécom, a French mobile phone, Internet service and IPTV provider, is using NGDATA SmartVideo to enhance the effectiveness of its customer service and experience initiatives.
Bouygues sought to reduce the number of inbound calls and subsequent support tickets, all the while increasing customer satisfaction, as measured by Net Promoter Score (NPS). Bouygues is using NGDATA to produce a personalized SmartVideo program that pre-empts common customer questions by anticipating issues and situations before they occur, and educating and informing customers on their specific Bouygues products/services.
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The goal of the SmartVideo initiative at Bouygues Télécom is to offer a support service that’s adapted to individual customer needs. The result is a significant reduction in the volume of calls to its call centre and wait times, as well as improved customer satisfaction.
"We offer an exceptionally wide range of products and services, but we discovered that customers weren’t fully retaining the information they needed through the telephone alone," says Carmine Muscariello, Director of Fixed-Line Customer Quality Operations at Bouygues Télécom. "NGDATA’s SmartVideo is a highly effective vehicle for providing useful, customized information that customers will remember. In our view, any interaction with the customer is extremely important, so it needs to be appropriate and personalized to contribute to the best possible customer experience."
"Companies that share key information through custom-tailored videos that draw on customer data report higher levels of engagement and improved customer satisfaction," said NGDATA co-founder and CEO Luc Burgelman. "Data-driven videos can be used in every phase of the customer journey, and that opens up impressive prospects for Bouygues Télécom. We’re proud to be supporting them in their campaign to improve the customer experience."
Posted by Veronica Silva Cusi, news correspondent
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NGDATATM is the customer experience management solutions company that enables enterprises to radically improve the effectiveness of their marketing campaigns, increase up-sell and reduce churn. The company delivers Lily Enterprise, which empowers enterprises to listen bigger to customer interactions across all channels, learn faster from customer’s behavior – continuously building intelligent Customer DNA—and execute smarter with highly targeted product offers and content.
About Bouygues Telecom:
The Bouygues Telecom is a French mobile phone and Internet service provider company, part of the Bouygues group.
Published: Thursday, November 8, 2018
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