Driving customer acquisition and brand loyalty

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0nd

Largest mobile operator in the UK

4M

subscribed customers

O2, a commercial brand of Telefónica UK Limited, is a leading digital communications company, with more than 23 million customers in the UK.

O2 began considering multi-channel campaigns where they encountered a variety of challenges. For instance, they needed to determine which channels would be most effective for engaging with their customers, how to optimize campaigns in real-time.

The solution to enhance both performance and customer experience, and how to maintain speed and flexibility to adjust to new trends and technologies. In search of a solution to their customer engagement needs, O2 turned to Webex CPaaS solutions with their advanced technology,

Challenge

Delivering more relevant communications

Solution

A multi-channel campaign strategy

Results

Improve NPS, a key indicator for customer service and satisfaction

Background

Delivering multi-channel campaigns across an entire customer base is a huge challenge as campaigns have the requirements of a conventional campaign: timing, creativity, and impact but with an added complexity of sequencing the messages across different channels and integrating data to recognize customer interactions and responses across different channels. It’s like three-dimensional chess: it’s easy to make a mistake and hard to win.

Solution

In search of a solution to their customer engagement needs, O2 turned to Webex CPaaS solutions, which proved to be an ideal supplier. With their advanced technology, dedicated team, responsive services, and expertise in multi-channel campaigns, Webex was able to provide the client with the tools and support necessary to tackle their challenges head-on.

How did we help?

By creating and managing the delivery of campaigns across SMS, MMS, and email, Webex Communication Platform as a Service (CPaaS) solutions enable O2 to deliver personalized communication to their customers, helping the company provide better services, enhance customer satisfaction, and increase revenue.

  • O2 were able to maintain their position as a market leader in the UK telecommunications market.

  • Deliver highly targeted and innovative marketing and customer communication campaigns.

  • Improve NPS (Net Promoter Score), a key indicator for customer service and satisfaction.

  • Acquire and nurture long-term relationships with customers.

  • Reduce churn to a record low of one percent.

“
Our goals are to enhance our brands market position and retain reputation for customer satisfaction. Webex is an essential part of the team that makes that happen. ”
Marketing Executive, Telefónica UK Ltd (O2)

Multi-channel campaign success

Webex’s powerful CPaaS solutions allow O2 to target their customers, deliver progressive campaigns through multiple messages and touchpoints, reply to customers based on their individual responses, and more. As a result, O2 is able to provide a more conversational, contextual, and relevant experience for their customers.

For example through implementation of geo-fencing capabilities from targeted marketing campaigns, O2 were able to increase foot traffic into physical stores.

More resources.

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Webex Campaign

Create and automate multichannel campaigns that drive customer acquisition and loyalty.
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