About Planettalk

PlanetTalk, a UK-based company, offers affordable international communication services, including low-cost international calls, mobile airtime top-ups, and utility bill payments for electricity, water, gas, internet, and television

The Brief

Planettalk Limited is a UK- based company providing low-cost international calling, messaging and value transfer products for the immigrant communities in the United Kingdom. They engaged the services of Excite Panacea to provide outsourced customer support due to high operational costs, slow response times, inconsistent service quality, and scalability challenges. They needed a cost-effective solution to enhance customer experience, efficiency, and service availability

The Solution

Excite Panacea provided a fully outsourced, AI-powered customer support solution using Freshdesk, featuring omnichannel support (emails, inbound and outbound calls, and live chat.), automated ticketing, AI enabled chatbots, 24/7 service, and performance analytics. The support personnel deployed were skilled multilingual agents supporting over 1,000 diasporan users of the Planettalk mobile app in the UK, US & Canada.

The Outcome

• Cost Savings – Reduction in operational expenses by up to 30%

• Improved Response Time – Achieved a 40% faster resolution rate with automated ticket routing, AI-powered chatbots, and SLA-based prioritization.

• Higher Customer Satisfaction (CSAT) – Increased CSAT scores by 25% due to improved service efficiency, omnichannel support, and personalized interactions