Reduced support costs with an online community.
We launched the Movistar user community in 2016 and in a short time the vast majority of queries were answered by community participants.
- U$D 2.2M annual savings on help desk
- 150K monthly visits
- 75% found what they needed
Improve customer service with an online community.
We implemented a community-driven help center for Tuenti Ecuador to increase participation and provide better support to customers.
- U$S 600k annual savings on help desk
- +65% customer satisfaction
- +500% of ROI
Implementation of user self-service
The Mercado Libre reseller community was created in record time and ML was able to have the platform for Argentina, Mexico and Brazil.
- 85% customer interactions
- 91% found what they needed
- 50k monthly sessions