Every customer journey rebuilt.In time for a brand launch.
Rocket Mobile came in with a near impossible ask. Every customer journey ran through chat independently. Sales, support, billing, the lot. It was fragmented and none of the journeys integrated with each other. Or siloed. It needed a full rebuild, in line with the NZ digital-only strategy and brand launch, in two months. The team delivered ahead of time and now every journey works seamlessly together.
- 2 mo.
- From brief to launch
- 4.8+
- Average Google rating
- Lifted
- Chat containment rate
A near impossible ask.Eight weeks. Every journey.
Rocket Mobile was preparing to launch in New Zealand. The 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
Every key customer journey running through chat. Sales, support, billing, the lot. One brittle engine carrying it all.
A two month launch window
Rocket Mobile was launching in New Zealand. The chat overhaul had to ship in eight weeks, not eight months.
Flows that frustrated customers
Dead ends, dull copy and confusing branches. Customers were dropping out instead of self serving.
A brand voice missing from the bot
Rocket has a distinct tone. The chat was reading like generic telecom support, not the brand customers signed up for.
A new chat experience.Designed around the customer.
The team worked alongside Rocket to ship the AI Chat Platform across sales, support, billing and account journeys. Each flow rewritten in the Rocket tone of voice, each branch tested against a real customer task.
Every key journey rebuilt
Sales, support, account and billing flows reworked end to end. Each branch tested against a real customer task.
Friction found, then fixed
The team actively surfaced friction inside existing flows and shipped improvements alongside the rebuild.
Rocket tone, in every step
Previously dull and confusing journey steps rewritten in the brand's voice. Personality back inside the conversation.
Live in time for NZ launch
Delivered ahead of schedule, in step with the Rocket Mobile brand launch in New Zealand.
Conversational flows.Live agents. Live containment.
The AI Chat Platform combines a no code flow builder, live agent handoff and a brand styled widget. Rocket's team shapes journeys themselves and sees containment, CSAT and routing performance in real time.
Customers got answers.Ratings followed.
Before
- Brittle chat engine across critical journeys
- Customers stuck in dead end branches
- Generic telecom copy with no brand voice
- Low first time fix rate on common asks
- Self service avoided, agent queue full
After
- Rebuilt journeys for every key workflow
- Smoother branches with fewer drop offs
- Rocket tone of voice in every step
- Markedly better first time fixes
- Higher chat containment and self service
4.8+
Average Google rating
Lifted
Chat containment rate
Higher
Digital self service
Ahead
Of the launch window
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."
James Whittome
Head of Mobile NZ, Rocket Mobile
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Have a quick chat with someonewho actually gets it.
Ping a local specialist right here in the chat. Same neighbourhood, same time zone, same small business reality. No pitch, no jargon, no slide deck. Just a practical conversation about where opportunities are slipping through the cracks and what might help capture more of them.
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