Case Study: Customer Rewards Website and Video

As a telecommunications leader, AT&T operates a best-in-class customer acquisition rewards program. With millions of prepaid Visa® reward cards issued each year, AT&T sought to improve its customer experience while reducing the number of “how do I get my rewards” inquiries to its inbound call center.

• Develop and gain agreement on the creative brief
• Update att.com/rewardcenter to improve experience 
• Write a video script and storyboard, explaining how the reward process works
• Select and manage agency resources and voiceover talent
• Ensure alignment with visual and auditory brand guidelines

• Video has been in use since 2015 with hundreds of thousands of views
• “How-to” related calls reduced, improving call center cost efficiency
• Website link: www.att.com/rewardcenter – generates 600,000+ annual visitors
• Video link: https://youtu.be/5SVbSfnWjvw