Wow Moments🎉

Simplified IVR design and menus means lower customer effort and faster resolution - keeping everyone happy in the process!

With a new deflection, we got callers chatting by SMS. This is a great customer experience, it's quicker and more convenient too!

Redesign for a self-service app where callers could get help fast. Saving customers' time and saving our client £80K in call handling costs.

A heart-warming rise in advisor scores with our empathy training. By improving the customer experience, our client increased their reputation as an ethical and trustworthy company.

Our awesome client is now zipping through customer support with some super cool self-help links. This means less waiting, more self-serve wins, fewer call backs and happy customers.

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.

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 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!

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. 

Our new IVR recommendations at RAC’s Vehicle Off Road branch directs callers to the right department first time. Extra bonus? A 19% deflection rate from hire car queues. What a result!