Conversation volumes and customer expectations keep rising while support teams have to choose between the impossible: staying personal with customers or being efficient as a team. This case study session will show you how mobile virtual network operators, SMARTY, chose both. SMARTY implemented automated chatbots and self-service support to manage the sharp increase of 56,000 monthly customer conversations while continuing to create the same, conversational experiences their customers expected.

• Understanding how self-service can help scale your customer support
• Reviewing the improvements to conversational support with messenger based communication
• Discussing how chatbots saved SMARTY 7,000 support team hours last year