Wow Moments🎉

We redesigned menus to streamline customer journeys and get callers to the right place first time! This cut 638 weekly transfers – saving agent time, and over £80k per year in call handling costs! What a result.

Silverstone’s inbox was as packed as their stands during F1 - but our bot handled FAQs faster than a pit stop! £85k ROI and winning CX! 

We designed a new bot which handled 25K+ chats in the run up to the Grand Prix. Helping lots more customers without jamming up the phone lines.

With our new webchat tone of voice skills training, new quality scorecard design & webchat templates, Sage achieved a 'gold' award for Digital Team of the Year!

A redesign of the survey has had a great impact on how many customers are completing it! These CSat surveys are an important insight for maintaining top notch CX.

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.

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!

Smart, tailored prompts for customers who’d already tried to self-serve, directing them straight to the help they needed! Time saving for everyone, it’s a win-win.

As part of a project, we redesigned their IVR, voice, music and messages. By helping more customers to use their online account, we've cut calls to advisors by a whopping 31k per year!

Our comms training at HRP was a hit! Hearing feedback like “engaging & fun”, as well as 100% of participants scoring it 'useful' or 'very useful' says it all. Great job team!