Improve Customer Experience for cellular customers using customer data

RAN
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1

Hello All.

I would like to know if someone here has been working to improve Customer Experience for cellular customers using customer data.

Improve Customer Experience for cellular customers using customer data
Improve Customer Experience for cellular customers using customer data1024×1024 100 KB

2

Do you mean crowdsource data?

3

Anything specific?

What do you want to know?

4

I am trying to find relationship between FCR (live-chat) and financial KPIs such as ARPU & CLTV.

But so far it looks like FCR & even CSAT have negligible impact on ARPU & CLTV (which is very unusual).

I would like to know, how to convince business department to improve FCR & CSAT for live chat.

Currently, FCR (live chat) is around 70%, and same is CSAT.

I want to change their thresholds to 80%. But Business says improving these two KPIs will have no impact.