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How Pearson improved customer experience (CX) with effective self-service support

The challenge:

Ineffective support content & optimization processes
Low Problem Resolution Score
High costs driven by large volume avoidable support calls

Results:

From concept to launch in 5 weeks
Improved Problem Resolution Score – from 15% to 70%
$1.4 million saved in the first 3 weeks – deflected support calls
Increased organic traffic
Higher customer satisfaction and NPS
Reduced workload for agents

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