Case Studies
Talkmobile: Setting the standard for modern, digital customer service
Talkmobile, a UK-based telecommunications company, is focused on providing straightforward, reliable mobile service for their customers. Their digital customer service and overall customer experience is no exception. Here’s a look at how Talkmobile’s decade-long partnership with LivePerson has helped them continuously evolve to meet the dynamic needs of their customers.
The digital transformation journey in numbers
92%
customer satisfaction score (CSAT)
66
Net Promoter Score (NPS)
89%
First Contact Resolution (FCR)
A history of evolving with customer expectations
Founded in 2007, Talkmobile is a mobile network operator committed to giving UK customers great prices and great coverage on SIM-only deals and phone contracts. Having partnered with LivePerson in 2014 to bring on web chat as a support channel, Talkmobile has a history of being ahead of the curve when it comes to telecom customer experience. Over the years, Talkmobile has embraced the ever-changing consumer communication preferences harnessing LivePerson’s digital conversation solutions, including web messaging, social and digital channels, conversational AI, and secure forms. Today, Talkmobile maintains their CSAT above 90% and NPS above 60, while continuing to drive digital customer service innovation.
“We are dedicated to making our customers’ lives easier, and that includes when and how they contact our support teams. LivePerson has enabled us to introduce new engagement channels and services that fit around our customers and their lives, making it quicker and easier for them to get the support they need, when they need it.”
~ Liz Percival, Customer Operations Manager at Talkmobile
Challenge: Growing customer loyalty while maximizing efficiency
Talkmobile believes in keeping things simple, offering straightforward mobile plans that deliver exceptional value. This same philosophy extends to their customer care approach. They understand that when customers need support, they want it fast and hassle-free. As consumer expectations continue to evolve beyond traditional channels for support, Talkmobile partnered with LivePerson to enhance their customer conversations and keep pace with changing needs year after year.
“The introduction of secure forms and in-app authenticated chat has transformed our customer conversations. Information needed to securely access accounts is already captured, which means agents can immediately start building rapport with the customer and provide the required support. Feedback from our agents and customers has been incredibly positive.”
~ Liz Percival, Customer Operations Manager at Talkmobile
Solution: Putting LivePerson’s conversational AI platform to work for their digital customer service
To evolve how they offer digital customer service, Talkmobile partnered with LivePerson to build a comprehensive conversational AI strategy. Through LivePerson’s industry-leading conversational AI platform, they’ve been able to create seamless customer experiences while continuously improving their conversation quality and efficiency.
Conversational intelligence – Talkmobile uses their conversation data analytics to identify common customer inquiries they can automate with self-service solutions on their Ecare customer account management platform. The Ecare system has successfully reduced support requests around intents such as paying bills, updating account information, increasing data, and more.
Channel convenience – Their digital transformation accelerated when they migrated from web chat to asynchronous web messaging in 2022, seeing a 60% increase in average monthly volume within the first six months. This success led them to expand across digital channels, including Facebook Messenger and Twitter direct messages, culminating in the introduction of in-app messaging for authenticated customer support.
Agent improvements – LivePerson’s digital-first Agent Workspace enables Talkmobile agents to respond to customers in under one minute. The team continuously refines their approach through post-conversation feedback from agents using a post-conversation survey bot and leverages those insights to enhance their customer experience.
Building on this foundation, Talkmobile rolled out Secure Forms in 2023 to easily and safely collect customer information directly within conversations. Combined with their intelligent routing bot, this gives agents the tools they need to deliver personalized and efficient customer service consistently.
Results and outcomes
Today, Talkmobile’s commitment to excellence shows in their numbers: their customer satisfaction score stands seven points above the industry average of 85%, while their net promoter score surpasses the average of 31 by an impressive 35 points. With a first contact resolution rate of 89% and response times under a minute, their performance is remarkable. But it’s their customer reviews that truly showcase their service excellence.
In 2023, Talkmobile was the overall winner of the UK Customer Experience Awards, followed by wins in 2024 for Best Customer Service Department of the Year and Excellence in Customer Service. Their contact center also won an International Customer Experience Award in 2024. Today, Talkmobile continues to set the telecom standard for modern, digital customer service.