U.S. Cellular's World Class Customer Service Goes Online.
In an industry where online customer service is king, U.S. Cellular needed some customer-friendly assistance. Fusion92 created a multimedia menu of solutions that exceeded U.S. Cellular's and their customers' expectations.
Challenge
Fusion92 collaborated with U.S. Cellular to develop intuitive, easy-to-use multimedia solutions for two new online customer service initiatives: an online account management system to sign up for and pay bills, check minutes and manage preferences; and a Premium text messaging service for customers to sign up for and receive text alerts or chat services from third-party-sponsored promotional text messaging campaigns.
Solution
For the online account management, Fusion92 created an online Flash tutorial combining voiceover, text and animated screenshots to guide customers through the process. On the Premium SMS service microsite, customers could search short code text by number; plus content providers could generate lists based on price, website address and promotional timing. Data is uploaded weekly and updated immediately on this unique, customer-friendly site.
Result
The Flash tutorial was wildly successful in getting customers to sign up for and manage accounts online, while serving as a training tool for U.S. Cellular’s customer service group. The unique and popular SMS service microsite significantly enhanced customer experiences. Both solutions helped make great customer service a household word for U.S. Cellular.
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