When Freedom Mobile began offering customer support via online chat platforms, they wanted to make sure their service representatives could provide the same level of service and warmth that they provide over the phone. Knowing that an online chat is not the same as a phone conversation, Freedom came to Benchmark!
We worked with Freedom’s team to design an interactive learning experienced that could be delivered via eLearning or chatbot. New reps interact with Rosie, a quirky automated bot, to build and practice their customer service skills in a chat environment.
Freedom Mobile’s digital reps cheered Benchmark’s work. The Rosiebot learning experience was engaging, memorable, and meaningful to their work.
Benchmark and Freedom Mobile were awarded two Awards of Excellence by I4PL in 2019: Learner Impact and Applied Innovation.
Want to learn more? If so, contact Danielle McCay for more information.