Part of essential customer service improvements is looking for a way to reduce friction on behalf of our customers. Running out of data causes a great deal of friction and with the help of Torch Solutioneers™ RPA as a service we have managed to smooth out the experience. Torch can now offer Customers on Spotlight fully automated pre-approved data top-ups once a user’s usage reaches a specified threshold. This process does not require the user to log a ticket or make contact, nor any Support@Torch agent actions resulting in both a frictionless Customer experience and “giving back” time to the Support@Torch agent.
In fact, for our pilot Customer, our Level 1 Support@Torch agent was “given back” more than 20 hours a month.