- Analytics & Modeling - Robotic Process Automation (RPA)
- Robots - Wheeled Robots
- Renewable Energy
- Telecommunications
- Sales & Marketing
- Chatbots
- Time Sensitive Networking
Felix Mobile is a SIM-only telecommunications brand based in Australia. The company is unique in its commitment to environmental sustainability, being carbon neutral certified and powered by renewable electricity. They offer a simple plan for customers with no lock-in contract, aiming to change the way telcos view their impact on the environment. Felix Mobile plants a tree for every month that a customer stays on with their service. The company is also committed to providing a digital-first customer service experience, aiming to distinguish itself in a saturated market through excellent customer service.
Felix Mobile, an environmentally conscious, SIM-only telecommunications brand in Australia, faced the challenge of distinguishing itself in a saturated market. The company's vision was to offer a simple product and easy-to-use digital service while also considering its environmental impact. However, as a new entrant in a busy marketplace, Felix Mobile needed to find a unique selling proposition. The company identified 'digital-first customer service' as a potential differentiator. They aimed to provide an integrated experience for their customers, offering local and personalized service to ensure memorable customer interactions. However, to achieve this, they needed a vendor capable of integrating a chat platform with Felix's app and providing a seamless omnichannel experience for their customers.
Felix Mobile partnered with Freshworks to implement Freshdesk Omnichannel, a platform that allowed them to support customers over their preferred digital channel, whether that was social media, web support, or chat through the Felix Mobile app. The platform was user-friendly and allowed for adjustments on the fly, enabling Felix Mobile to manage without a large enterprise-level support team. Felix Mobile also utilized bots and AI within their support framework. They started by setting up agent-assist bots to help triage questions, which proved to be a great success. The company plans to continue refining and fine-tuning their bot-led customer service, with the aim of offering customers the ability to interact with a chatbot for high volume, low complexity questions.
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