Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. These challenges include:
Dynamic scaling for ultrafast response during peak demand
Being able to help customers in the moment they need it and,
Getting detailed reporting to ensure their efforts are aligned with real customer results.
Sprint knows these challenges well.
They are the fourth largest telecommunications company in the United States and serve more than 60 million customers. Additionally, they offer wireless service in more than 200 destinations around the world, not to mention a variety of subsidiaries.
Providing better customer service experiences became imperative to them – and they turned to overhauling their community as their success strategy.
It was a major undertaking – their legacy 10-year-old community had 10 million posts and 3.2 members – but it wasn’t providing customers with the level of issue resolution and responsiveness that they needed.
Sprint decided to migrate to a Lithium-powered community.
And they did it in six weeks.
How did they do this? What compelled them to switch to Lithium? What features does their community now provide that has them engaging in 163% more digital conversations in less than 15 minutes?