We got more people moving to self-service channels and staying there. With design changes and simplified messages, we made it easier for customers to find what they needed.
Our IVR redesign project, delivered a new brand design, voice and music. With simple and attractive self-service options, we cut calls to advisors and made things quicker for guests.
With new deflection messaging in the IVR, we encouraged more callers to self-serve. Callers were able to find they help they needed without waiting in the queue.
We delivered intensive social media training and coaching over 3 weeks and created an advisor QA form. This boosted advisor scores, leading to great CX and improved first contact resolution.
