NOS Increases NPS by 61% and Agent Productivity by 40% Using Verint Messaging

Benefits

By consolidating social channels into a single, seamless agent experience, NOS has strengthened customer relationships while optimizing service costs. Key benefits include:

• Significant NPS improvement: By leveraging Verint Messaging, NOS has transformed its customer experience. At the end of each social interaction, customers receive a survey, and since implementation, NPS has increased by 61% (occasionally reaching 80% of NPS).
• Cost efficiency: NOS is leveraging AI-driven solutions to streamline processes and enhance customer experiences. At the same time, the social media team maintains high service levels, ensuring efficiency and quality without additional costs.
• Higher agent productivity: Agent efficiency has improved by almost 40%, with each agent now handling an average of nine clients per hour, reducing backlog and enhancing customer experience.
• Enhanced customer interactions: NOS ensures personalized, dynamic conversations rather than relying on rigid scripts, leading to stronger customer satisfaction and loyalty.
• Strengthened brand reputation: As an active sponsor of major events such as football and music festivals, NOS is engaging more customers in real-time, whether resolving issues or proactively fostering brand advocacy.
• Greater agility: Social media requires fast, adaptable responses. With Verint, NOS can quickly address service disruptions and align messaging with the brand team for consistent communication.