Wow Moments🎉

Our brilliant 'how-to' videos, seamlessly embedded in knowledge articles and chatbot, helped 41% more customers confidently navigate the webstore. This led to a 22% drop in call volumes. That’s real empowerment!

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.

Thanks to our fantastic recommendations which went live with the new voice, IVR & music for the National Trust, the number of people opting into their CSAT survey has gone up by an incredible 268%

We achieved a fantastic 14% increase in the number of people passing through ID&V. This cut Average Handling Time (AHT) so advisors can focus on giving great service without the extra step.

With simpler IVR menus, callers are now getting through to the right place without annoying and costly transfers. A much better customer experience and much happier calls!

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. 

IVR redesign with clearer messages got callers to the right place first time. Saving time for both the customer, the advisor and making the overall experience much smoother.

With our complaints writing training and QA, our client saw a boost in advisor scores and won 'Gold' at the UK CXA awards for most improved complaints handling 🏆

IVR design changes and targeted signposting to self help increased customer self service, saving £15,500 per month.

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.