Wow Moments🎉

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 🏆

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. 

Clearer messaging in the IVR, guides more callers through their payment options in a way that’s easy to understand! Now more people than ever are getting what they need quicker!

Collinson’s online claims survey got shorter and clearer - boosting completion rates by 19%! The feedback will improve CX, meaning very happy customers and a very happy client 😊

With clear questions and improved follow-up prompts, we encouraged customers to interact with the IVR, boosted self-serve, and helped more callers get the right help at the right time. That’s what it’s all about!

With simplified messages, we made sure customers were getting to the right place, first time. A huge drop in transfers, lowering customer effort and frustration.

With simple signposting to self-help options in the IVR, callers are reassured and they can find the help they need without having to speak to an advisor.

We reduced calls about potential fraud scams with just one message on the self-assessment tax line. Reassuring customers as soon as they get in touch without having to speak to an advisor.

With new bot messaging and flows, we got customers the refund information they needed fast and saved advisor time!

Hastings Direct asked for our help - and we delivered! We tweaked IVR timing, raised ID&V matches by 4.4% and kept thousands of calls out of the queue. That's an all-round better experience for everyone!