Every customer journey rebuilt. In time for a brand launch.
Rocket Mobile came to us with a near impossible ask. Sales, support and billing all ran through separate chat journeys that didn't connect. It needed a full rebuild for the New Zealand brand launch, in two months. We delivered ahead of time, and now every journey works together.
- 2 mo.
- From brief to launch
- Ahead
- Of the launch window
- Lifted
- Chat containment
How did MyRepublic Digital help Rocket Mobile?
MyRepublic Digital rebuilt Rocket Mobile's customer chat engine across every key journey, including sales, onboarding, billing and support, in two months for the brand's New Zealand launch. The work was delivered ahead of time, every flow was rewritten in Rocket's tone of voice, and chat containment and digital self-service went up.
- ClientRocket Mobile
- LocationAuckland, New Zealand
- ServiceChat platform
- Timeline2 months, delivered early
- ScopeEvery key chat journey
A near impossible ask. Eight weeks. Every journey.
Rocket Mobile was preparing to launch in New Zealand. Its customer chat engine ran every key journey, from sales and onboarding to billing and support.
It needed a full overhaul, in step with the brand launch, in two months.
“We came to them with a near on impossible goal. A significant overhaul across every key journey and workflow, in a two month period, coinciding with the Rocket Mobile brand launch in NZ.”James Whittome, Head of Mobile NZ
Chat doing the heavy lifting
Sales, support, billing, the lot. Every key customer journey ran through one brittle chat engine.
A two month launch window
Rocket Mobile was launching in New Zealand. The overhaul had to ship in eight weeks, not eight months.
Flows that frustrated customers
Dead ends, dull copy and confusing branches. Customers dropped out instead of helping themselves.
A brand voice missing from the bot
Rocket has a distinct tone. The chat read like generic telecom support, not the brand customers signed up for.
A new chat experience. Designed around the customer.
We worked alongside Rocket to roll out our Chat platform across sales, support, billing and account journeys, with every branch tested against a real customer task.
Conversational flows. Live agents. Live containment.
The chat platform combines a no-code flow builder, live agent handoff and a brand-styled chat widget. Rocket's team shapes journeys themselves and sees containment, satisfaction and routing performance in real time.
Customers got answers. Ratings followed.
The numbers and changes below come straight from this project.
Outcomes from this engagement. Individual results may vary depending on scope, industry and implementation.
“Not only did they deliver ahead of time, they actively identified frictions and improved key flows. They injected our unique tone of voice into previously dull and confusing journey steps. The right team, right mindset and right digital tools.”
How long did the Rocket Mobile chat rebuild take?
Two months from brief to launch, delivered ahead of schedule and in step with the Rocket Mobile brand launch in New Zealand.
Which customer journeys were rebuilt?
Every key journey that ran through chat, including sales, onboarding, account, billing and support.
Can Rocket Mobile's team change the chat flows themselves?
Yes. The chat platform has a no-code flow builder, so Rocket's team shapes journeys themselves and tracks containment, satisfaction and routing in real time.
Does MyRepublic Digital build the website as well as the chat?
Yes. As well as chat assistants, we design and host websites. See our website design and hosting service for details.
Real businesses. Real results.
Want results like Rocket Mobile?
Tell us what's slowing your business down. We'll show you what we'd fix first and what it costs, before you commit.
- A real person from our local team
- Honest advice, even if it's "you're fine"
- Clear prices, no lock-in
Where do you want to start?
Pick what fits. We'll take it from there.