A client, who is one of the leading providers of global connectivity services, launched a mobile app which enables users to access mobile data at local rates while travelling abroad.
They were one of the early entrants in this and had an opportunity to build the user-base. At the same time, the app was evolving so they wanted to immediately know of any issues or bugs in the app as well as get timely feedback. So they needed a team to help them serve the users in case of any questions or resolve any issues via Live Chat (which is accessible from the app itself).
The Sage BPM team worked closely with the client’s development team to understand the activation process and troubleshooting of issues which might occur in the app. Sage BPM prepared a detailed document along with the screen-share video where required, and trained the experienced customer support team on app and its functionalities. Since the app was globally rolled, it was important to attend to the users in real-time and accurately address their concerns/questions. A team of customer support experts were deployed 24*7.