When a new or existing customer orders a device online, AT&T leverages SmartVideo to deliver a personalized welcome highlighting their product, its shipment and activation status, available accessories, relevant digital tools, and the details and benefits of the product they purchased. Not only are customers engaged, but contact center calls drop and digital adoption increases.

Benefits

  • Churn rate reduction
  • Related care cost reduction
  • Customer experience impact
  • Brand impact

Audience

New and existing customers

Touchpoints

Within one day of signing up for service and upon order completion on website or in store

Channels

Email and SMS

Customer

AT&T

Industry

Telecommunications

Solution

Welcome & Onboarding

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