Now are the UK’s biggest streaming platform with over 1.8 million customers. We improved their bot and journeys, making it easier for customers to self-serve. Delivering a 20% reduction in contact and boosting first contact resolution.
Problem
Even though they already had a chatbot in place, NOW still had high call volumes. To deliver a solution, we worked together to find out why so many customers were getting in touch and how we could reduce unnecessary calls. We found that the refund journey was creating the biggest volume of contact as it caused confusion for customers.
Solution
We reviewed their policies and mapped out the refund process. We then created a bot persona to make sure all conversations were on brand, along with new bot flows and ran a series of workshops and training focusing on conversation design. We upskilled the entire team in making consistent changes going forward.
Outcome
By creating new journeys that were simple and easy for customers to use, we improved containment and completion rates, reducing contact to advisors and cutting operational costs. Advisors now have more time to deal with complex queries as many customers are self-serving.
We've also improved CSat and NPS along the way - magic!
If you want help on conversation design for your bot or would like to have your own bot, give us a message at hello@mazaru.com. We’d love to chat with you all about bots.
