Major cable companies have discovered a new, easy way to guide customers through a home move and reduce call center costs. Leveraging Relay’s mobile messaging solution, cable companies can send relevant content at the right moments - from cable box shipping notifications to tech install reminders - to alleviate friction and improve customer satisfaction.

The Challenge

  • Home moves is one of the most frequent customer use cases for cable companies and it’s a multistep process.
  • As soon as a customer initiates a home move, a waterfall of questions typically arises. Customers first instinct is to call their provider, driving up call center costs.
  • Cable companies often have massive customer bases, so having a scalable solution for this common customer moment is crucial.

The Results

Relay allows telecom companies to reach millions of customers with personal, effective experiences at scale, and during a time as hectic as a home move, that reduced effort on the part of the customer goes a lot way. Relay clients have seen customer satisfaction improve by 37% and a 32% decrease in inbound calls, resulting in massive cost savings and happier customers.

Download the Full Case Study

Learn more about how Relay reduces inbound calls and improves the cable customer experience with simplified, proactive mobile communications.