Wow Moments🎉
Our results could speak for themselves - but we like to shout about them anyway 😉
Here's a few of our many successes... Just wait until you see what we could do for you!
Our results could speak for themselves - but we like to shout about them anyway 😉
Here's a few of our many successes... Just wait until you see what we could do for you!
We redesigned the post-cruise IVR journey and shaved 9 seconds off AHT. Smarter signposting means faster calls for customers - and more capacity for advisors. Efficiency, unlocked.
IVR design changes and targeted signposting to self help increased customer self service, saving £15,500 per month.
Our IVR changes slashed transfers by over 10,000! With redesigned menus and wording, customers to the right place, first time – happy days!
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.
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.
We transformed our client's customer experience with user-friendly pages, fun videos, and instant updates!
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.
With new bot messaging and flows, we got customers the refund information they needed fast and saved advisor time!
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 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.
