Personalised Onboarding Video & Bill Explainer
Welcome to BT
Every week, BT receives thousands of calls from customers with questions about their bills. Working as Wunderman’s personalised video production partner, we developed a nonlinear storyboard that helped improve the customer's experience of BT and the first encounter with their monthly bill.
The personalised billing video for onboarding new customers was then rendered according to each individual customer's package, generating thousands of bespoke onboarding videos per week. The video was then delivered by email alongside the new customer's first bill, where they were clearly led through each item, and leading to a significant reduction in calls to the call centre as a result of viewing the video.