Connecting your KPN package yourself?

KPN interactieve installatie video

opdrachtgever

KPN

Platform

PingVP

Customer

KPN

Goal

Stimulate self-care & call reduction

Solution

Interactive video

Platform

PingVP

THE BRIEF

Assisting KPN customers in self-installing a modem, a Wi-Fi network, and TV. The objective is to encourage self-care and reduce customer inquiries, thereby increasing customer satisfaction.

OUR SOLUTION

Interactive step-by-step installation video

Ping Media, in collaboration with KPN, conducted extensive qualitative and quantitative customer research to discover the best way to assist customers through instructional videos. The result is an interactive step-by-step installation video, where the customer determines the route and is guided through the installation process step by step. Through device recognition, the customer is presented with the appropriate video format.

RESULTS

Fewer customer inquiries, more self-care, and more satisfied customers

The interactive installation video is one of KPN’s top-performing online videos. The video significantly contributes to reducing the number of calls and increasing customer satisfaction. Each month, this installation video saves KPN a significant amount in service costs, allowing the initial investment to be recouped within a period of 4 weeks, and it has been generating significant savings month after month since then.

Monthly
call reduction
0 %
Success rate of self-installation

TESTIMONIAL

"

Al jaren werken wij met veel plezier samen met de specialisten van Ping Media. Ze zijn zeer goed bekend met onze propositie en kennen als geen ander in de Nederlandse markt de kracht van interactieve video en daar profiteren wij graag van. De interactieve installatievideo is al jarenlang een vast onderdeel van een integrale aanpak om onze klanten de beste klantervaring te bieden. De oplossing van Ping draagt daar aantoonbaar aan bij.’ 

Shanna Boedhoe

productmanager KPN
KPN Groen busje met monteur

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