Charter Communications improves speed of service

Charter is a leading broadband communications company and the fourth-largest cable operator in the United States. Charter provides a full range of advanced broadband services, including advanced Charter TV® video entertainment programming, Charter Internet® access, and Charter Phone®. Charter provides services to more than 5.2 million residential and business customers in 25 states and continually improves customer care through the commitment of more than 16,000 employees nationwide.

Customer challenge

Charter is committed to their customers. They continually strive to improve every aspect of their customers’ experience. Prior to engaging in a partnership with Next IT, Charter was experiencing more than 200,000 live chats a month. Knowing that their customers prefer to have their questions answered in channel, they set out to find a solution that would make it easy for customers to self-serve and that would increase first-contact resolution rates. The solution also had to be cost effective and scale infinitely.

“Charter has been able to better serve our customers by optimizing their ability to use self-service for routine calls.”
Joe Murray, VP of Call Center Technology, Charter Communications

The Alme solution

In November of 2012, Charter implemented Alme in conjunction with their existing chat application to provide a seamless experience on their support site. Through the use of Next IT’s technology, Joe Murray, VP of Call Center Technology explains that “Charter has been able to better serve our customers by optimizing their ability to use self-service for routine calls.” For example, Charter determined that 38% of incoming chat requests were for username retrieval and password resets, which are now automated services available to subscribers through their virtual assistant.

  • Significantly decreased live-chat volume with 83% deflection
  • Experienced 5x ROI within the first six months of implementation
  • Saved money with a 44% cost reduction in the first year
  • Decreased the amount of time it takes customers to reset their passwords by nearly 50%

Charter’s attention to channeling customers to the right engagement mode – either the virtual assistant or live chat – has resulted in a five-fold return on investment in six months and, more importantly, has decreased the burden on live chat reps while improving speed of service. As a result of implementing Alme, Charter has significantly decreased the number of live chats they receive, experiencing an 83% drop in live chat volume.

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