PRO Case Study
Case Study: How MyFax Upped Customer Engagement, Achieved a 79% NetPromoter Score
by Nettie HartsockCompany: MyFax
Contact: Steve Adams, Vice-President of Marketing
Location: Location: Ottawa, Ontario
Industry: Internet, B2C, B2B
Annual revenue: Confidential
Number of employees: 140
Quick Read:
MyFax is a leading internet-based fax service provider. In a highly competitive field, it has over 200,000 subscribers and competes with online fax services such as eFax, RapidFax, and RingCentral.
MyFax taps into the power of word-of-mouth referrals by consistently improving the customer experience, and it maintains highly personalized customer interactions to ensure long-term customer relationships.
However, as an online company, it faces the issue of how to individually engage customers and provide a meaningful customer experience, especially since nearly 60% of its customers register online—without personal interaction.
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