Lebara Customer Story

Industry: Telecom
Products used: Live Chat,
EmailKnowledgebaseWeb Self-Service
Website: www.lebara.com

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Business challenge:

Lebara wanted to transform its organization from great customer service to great customer experiences and build loyal customers in a price-driven industry.

Solution:

The Lebara Group has transformed the international calling market, making it easier for families to stay in touch with their loved ones back home by using a multi-channel solution to improve customer service and decrease costs.

Results:

  • Now handling 300,000 calls and 15,000 emails per month
  • Won 8 customer service awards
  • 85% resource utilization
  • 20% reduced cost to serve

Lebara Infographic