All case studiesTelecommunications · Experimentation
9% reduction in call center volume
Support channel optimization for a major telecom operator through in-app A/B testing.
- Firebase
- A/B testing
- UX
9%
Reduction in call volume
3
Test variations
33%
Traffic per variation
Challenge
High call center volumes were driving up operating costs and wait times. The goal was to move inquiries to more efficient channels without hurting satisfaction.
Solution
- Used Firebase Remote Config for precise user segmentation
- Designed and built a WhatsApp integration in the app
- Created multiple UI variations to test
- Tracked every support channel in analytics
How it worked
Firebase Remote Config kept experiences consistent across sessions. Three variations were tested: the original interface (control), a WhatsApp button, and a prominent WhatsApp banner.
Results
- 9% reduction in overall call center volume
- Inquiries shifted to WhatsApp support
- Faster response times for customers
- Lower support operating costs
Next case study15% increase in QSR conversion rate
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