Author Details:
- Name: Jon Lamont
- Title: Director, Care Revenue
- Company: Ultra Mobile
Tell us about you, your company, and your team?
Ultra Mobile is a nationwide prepaid mobile carrier committed to providing customers with affordable wireless services and coverage. Our mission is to enhance customers’ lives by connecting them to their world through surfing, streaming, swiping, posting, texting, or calling someone nearby or across the globe. By offering exceptional value on the T-Mobile 5G Network, Ultra Mobile continues to lead the charge in transforming the wireless experience.
As the Dir. Care Revenue - I oversee our contact center operations and the software we use to serve our customers.
How does your role and your team support your company and its goals?
Our focus is ensuring customers get access to their answers in as quick and low friction way as possible, while maximizing efficiency from an operations standpoint.
Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve?
At Ultra Mobile, we faced numerous challenges related to growing pains:
- We were growing fast, but so was our volume of inbound customer support inquiries.
- Our customer base was expanding into demographics that required a higher degree of account troubleshooting and tech support.
- Our existing program made it difficult to adapt to spikes in customer support inquiries, including a chatbot that was stuck at a low containment rate, and was too difficult to maintain and optimize over time.
What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved.
We partnered with Khoros to deploy a new agent desktop and chat experience, new AI platform, and new mobile messaging channels.
We onboarded 200+ chat agents, giving them new intent-based tagging and routing capabilities, and the ability to collect customer and payment info in PCI-compliant secure forms.
We were able to quickly migrate our existing AI’s intent model and conversation flows — to preserve useful components and prevent starting from scratch. From there, we built a new intent model to better classify conversations, and simplified our bot flows into a structure more suitable for ongoing optimization and tuning.
Also, we turned on new Apple and Google business messaging channels, which both deliver highly visible entry points to deflect call volume.
What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
At Ultra Mobile, we took fast, unified action to transform our customer engagement teams’ workflows, software, and AI capabilities. The results were extraordinary, including one very rare achievement in the customer engagement industry: a revenue positive care operation.
- 63% chatbot containment rate (2X increase from previous 33%)
- 4.4M chatbot conversations in 2023
- $2M in support cost savings
- âž” Enhanced agent efficiency
- 40% reduction in average handle time (from 25 minutes to 15 minutes)
- 18% reduction in time to agent response (from 2 minutes, 45 seconds to 2 minutes, 15 seconds)
- 53% increase in total contact volume, with only 3% increase in staffing
- âž” Maintained customer satisfaction leadership
- 95% NPS across all channels
- 4.0 CSAT on Apple and Google business messaging channels
- âž” Drove revenue from customer care
- 40% increase in sales volume via web chat
- $4.0M in incremental revenue via web chat
What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
See above and case study here: https://assets.khoros.com/v3/case-studies/Ultra-Mobile-Service-Story.pdf
What differentiated the Khoros Communities solution in your ability to achieve/deliver on your goals for the year? What in the solution helped enable it? Were other factors involved?
The team surrounding us made it very easy to bring across what was successful from our previous vendor, but also helpful in identifying areas for improvement.
What parts of your experience working with Khoros enabled you to address the need or challenge?
The team, the software, the commercials - everything! We felt a real sense of partnership and the simplicity of the software also enabled us to train agents quickly and effectively.