Stay ahead with delighted customers: top UK mobile operator partners with Firstsource for superior customer experience Case study Background giffgaff is a leading UK-based Mobile Virtual Network Operator (MVNO) that uses the network infrastructure built by its parent company, O2. For customer support, it uses a crowdsourcing model where network members interact in online communities to resolve queries. Business challenge giffgaff partnered with Firstsource in 2009 with the objective of creating an exceptional member experience that focused on: ? Reducing the need for member queries 1? Engaging with members effectively to answer each other’s questions ? Delivering an excellent customer experience and fast resolution Firstsource solution Firstsource identified a range of opportunities to inc

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