Slow Internet Troubleshooting
Helm Solution
With Helm, QSRs can quickly and easily connect their POS,  mobile, store & centralized operations, social and numerous other data  sources to create a deeper understanding of the full customer experience and  drive personalized responses.
Business Impact
  • ~1 Million Degraded InternetRecommendations Annually
  • 63% Agent take-rate on RecommendedActions
  • Reduced 82 seconds in AHT (~10%),$300K savings
  • 25% improvement in 7-dayCall-in-Rate
•. Internet product and network reliability is #1 driver of CSAT and NPS
•. Internet Service delivery depends on MANY variables often outside of the ISP control such as Personal Device limitations, WiFi Home Coverage, Customer Owned vs. Xfinity Equipment, Upstream Network  
•. Real-time detection, immediate agent visibility and automated troubleshooting tools reduce customer effort and deliver OPEX benefits (FCR, AHT, Avoidable TCs)

Helm in action

  • Real-time order production and queuing data integrated into mobile order experience viaHelm
  • Facilitates dynamic in-app order response
  • App enables customer to accept or adjust desired pick-up time
Mobile Order Placed w/ Pick-up time adjustment
Order Mistake
  • Customer posts negative social and gives poor customer survey
  • Helm pulls in social activity at customer level.  Ingests post and survey feedback inTimeline for frontline visibility.
  • Customer calls for order make-good
Make-good response
  • Helm pulls in order to make-good responses
  • Suppress from standard or segmented promo
  • Trigger special make-good communication
  • Trigger flag w/in mobile app experience to enable offer presentment
Grow your business.
Helm, a customer experience company, helps consumers and businesses achieve profound experiences for their customers. We provide a customer intelligence layer for today’s business leaders, experience designers and AI architects to deliver meaningful experiences. Headquartered in Philadelphia, PA, Helm personalizes billions of experiences for millions of customers.
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