Have you seen Netmera's Customer Journey? Explore Now! 🚀
netmera_logo
  • Platform
    • Channels
    • Mobile & Web Push
    • Mobile In-App
    • Web Pop-Ups.
    • E-mail
    • SMS
    • Feedback Button
    • Products
    • Web Personalization
    • Mobile A/B Testing
    • Data & Analytics
    • Surveys & Feedback​
    • Funnels
    • Customer Journeys
      Channels
      Web Push
      Mobile & Web Push
      Mobile In-App
      Mobile In-App
      Web Pop-Ups
      Web Pop-Ups
      E-mail
      E-mail
      SMS
      SMS
      feedback icon
      Feedback Button
      Products
      user-jpurney
      Customer Journeys

      Orchestrate flawless journeys

      Web Personalization
      Web Personalization

      Deliver personalized web experiences

      mobile_ab
      Mobile A/B Testing

      Optimize app and user experience

      Data & Analytics
      Data & Analytics

      Easily track performance

      Surveys & Feedback​
      Surveys & Feedback​

      Collect insights from users

      funnel_icon
      Funnels

      Analyze user paths

  • Industries
    • Media and Entertainment
    • Banking and Finance
    • Retail and E-commerce
    • Travel And Hospitality
    • Telecommunication
      media_icon
      Media and Entertainment
      fintech
      Banking and Finance
      retail
      Retail and E-commerce
      travel
      Travel and Hospitality
      telco_icon
      Telecommunication
  • Company
    • About Us
    • Contact Us
    • Partners
    • Netmera Careers
      about_us
      About Us
      contact
      Contact Us
      career
      Careers
      partner
      Partners
  • Resources
    • Blog
    • Glossary
    • Resources
    • Docs and User Guide
    • Case Studies
    • News
      blog
      Blog
      glossary
      Glossary
      resources
      Resources
      success-stories
      Success Stories
      news
      News
      user_guide
      Docs & User Guide​s
Login
Get a Demo
turkcell-logo

HOW TURKCELL DIGITAL SERVICES & SOLUTIONS INCREASED CUSTOMER EFFORT SCORE

turkcell_hero
buyutec

Turkcell

Turkcell is a converged telecommunication and technology services provider since 1994, which was founded and headquartered in Turkey. Turkcell is also quoted on the Borsa Istanbul Sustainability Index. Turkcell’s target has been to become an integrated communication and technology services player in the region, operating a converged mobile and fixed network platform and offering a wide range of innovative products and services.

Turkcell offers its customers voice, data, and digital services, value-added individual and corporate services over their mobile and fixed networks, and leading products. Among their products, their leading applications are BiP, TV+, fizy, lifebox, Game+, Yaanimail, UpCall etc.

turkcell_challenge

Challenge

Turkcell needed to make sure that they were meeting customer expectations and that they were maintaining a good level of customer satisfaction.

Along with digitalization going forward at the company, it was in search of digital tools to measure metrics such as chatbot kill rate, customer journey, customer effort, and so on. It needed a customer engagement tool with in-app survey capabilities to collect real-time insights.

Solution

Netmera Customer Engagement Platform was the best fit for Turkcell. It was easy to use, offered in-depth reporting, and enabled Turkcell to be more agile.

All Turkcell had to do was use the drag-and-drop dashboard to create and publish survey & feedback campaigns. Moreover, being able to edit the campaigns quickly (adding or removing different questions or answers if necessary) whenever they needed was also very important for them.

Thanks to Netmera’s survey and feedback product, Turkcell was able to get instant feedback from its customers.

This allowed Turkcell Digital Services & Solutions to gain insights, detect any problem beforehand, and take effective actions faster and more efficiently. 

To illustrate, it was able to take quick actions if customer effort score or customer journey score were lower than average targets on service-based. Likewise, it was able to collect quick insights after a major app feature change.

Then, Turkcell Digital Services & Solutions was able to analyze these campaigns more easily and accurately. It was saving time and power with Netmera and was able to capture data constantly.

Overall, Turkcell transformed its process into the most appropriate digital method: in-app surveys & feedback.

Results

In just 10-months, Turkcell Digital Services & Solutions was able to:

turkcell_result 02

(*Customer Effort Score)

turkcell_result 03
turkcell_result 01

Testimonial

“Since we have started to work with Netmera, we feel like we are now capable of doing more than we could. We were already using Netmera for our push notification, pop-up and analytics needs to reach out to our 39.4 million subscribers. With this product, we can now set up feedback forms in a few minutes and collect instant feedback which allows us to gain insights, and take actions more freely and fast. We can have real-time data. Netmera also allows us to edit our campaigns whenever we want before publishing, and everything is editable. We feel more confident and free while working on our campaigns. Analyzing our campaigns is also easier and more measurable.”

Ataç Tansuğ

Executive Vice President, Digital Services&Solutions

Let’s create something amazing.

Schedule a Demo

Subscribe to our newsletter

    Products

    • Customer Journeys
    • Web Personalization
    • Mobile A/B Testing
    • Data & Analytics
    • Surveys & Feedback​
    • Mobile Engagement
    • Funnels

    Channels

    • Mobile & Web Push
    • Mobile In-App
    • Web Pop-Ups
    • E-mail
    • SMS
    • Feedback Button

    Industries

    • Media and Entertainment
    • Banking and Finance
    • Retail and E-commerce
    • Travel And Hospitality
    • Telecommunication

    Company

    • About Us
    • Contact Us
    • Partners
    • Careers
    • Open Positions
    • Referral Program

    Resources

    • Blog
    • Glossary
    • Resources
    • Success Stories
    • News
    • Docs and User Guide

    © 2021 — Netmera. All Rights Reserved.   |   Privacy Policy   |   Cookie Policy (EU)   |   GDPR   |   KVKK

    Linkedin Twitter Facebook
    Manage Cookie Consent
    To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
    Functional Always active
    The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
    Preferences
    The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
    Statistics
    The technical storage or access that is used exclusively for statistical purposes. The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
    Marketing
    The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
    Manage options Manage services Manage vendors Read more about these purposes
    View preferences
    {title} {title} {title}