CASE STUDY UNIPARK www.questback.com MY UNIPARK: THE SUPPORT COMMUNITY Customers help Customers People matter. Get their insight.MORE CUSTOMERS = MORE REQUESTS CASE STUDY UNIPARK THE SITUATION In 2013 / 14, Unipark was struggling to meet the demands of a growing user base with limited resources. The result was a drop in customer satisfaction, as support requests could not be answered within a reasonable time frame. To keep up with the increasing volume of support requests, Questback customer support had to be utilized, pushing up Questback’s support costs by almost 20 %. Overall, the customer experience for Unipark users deteriorated along the customer journey. THE SOLUTION Help customers help themselves – by establishing a Customer Support Community that provides “do it yourself”

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