AT&T's call center was receiving an overwhelming amount of calls with billing questions. They approached Inbox Marketer for an innovative solution to reduce their call volumes. We suggested sending out personalized video billing emails – videos that provide a line-by-line visual and audio tour of individual charges. Customers would be sent this email for their 1st and 2nd month bills and when they change or upgrade their accounts.


The result

With the introduction of this automated video bill via email, AT&T saw a 24% reduction in billing-related call center volume and shorter bill-related calls. Additionally, 80% of recipients view the entire first video bill and 85% of recipients said they found the video bill helpful.




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