We created Carrier Experiences to drive value awareness to customers and show them all the different ways they can connect with an ‘Expert’ outside of just needing technical support. This was important as we tried to reposition our call center experts to be viewed more as your trusted tech advisor and less like technical support.
Carrier Experiences also drove the business goal of driving contact rates (# of times our customers called into our call-centers for assistance), which made additional revenue for Asurion.
Experiences launched on AT&T and had substantial results.
