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Case Studies

HOT

HOT uses CommBox to enhance its social media engagement capabilities and to increase customer satisfaction in a complex and competitive market

Hot Telecommunication Systems provides cable television, last-mile Internet access, mobile network, broadband and telecommunication services to Israeli customers. It also provides various data transmission services and network services at different rates, services to the business sector and other ancillary services. As of 2017, the company employs 4,000 workers and has more than 1.5 million subscribers.

The Challenge

The company, which provides customer service and support to both private and business customers, has been severely criticized before for its quality of service, and in recent years, following changes in the market and management, has devoted tremendous efforts to provide better service and improve customer retention.

Even though HOT launched social media pages on an early stage, it had some tough challenges in managing these activities effectively and interacting with a large number of customers, who posted a considerable amount of complaint posts on its public pages. In this situation, the company turned to CommBox. That was nearly four years ago.

The Solution

CommBox embedded special service tabs on HOT’s websites, mobile applications and Facebook pages. By implementing both private and public walls, it allowed HOT’s public Facebook walls to stays clean. The customers can connect with the company directly instead of talking publicly about personal things that should remain private. HOT’s customers can also clearly see the statuses of their specific inquires and get notifications each time an agent addresses them, which increase both agent efficiency and customer satisfaction.

After the successful social media implementation, HOT has gradually started using CommBox’s platform to manage every aspect of its B2C & B2B digital customer engagement, including fundamental channels such as email, SMS, and web chat.

Using CommBox’s flexible configuration and ready APIs, integration with HOT’s CRM and other existing systems was done quickly and easily by CommBox’s team.

The Results

CommBox’s system was implemented successfully and it currently manages service, support and sales processes for both of HOT’s business and private customers.

Today, approximately 300 agents of HOT and its subsidiary HOT Mobile work solely with CommBox. Their productivity is more than 3 times higher than the productivity of the telephone agents, with each agent handling 120 vs. 58 customer queries per shift, respectively more then doubled!

Since CommBox’s implementation, HOT’s digital service ranks much higher on satisfaction surveys, and HOT has been selected by an independent research institute as the telecom company that provides the best social media service in Israel, for the third year in a row.

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