Wow Momentsš
Our results could speak for themselves - but we like to shout about them anyway š
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 š
Here's a few of our many successes... Just wait until you see what we could do for you!
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.
IVR design changes and targeted signposting to self help increased customer self service, saving Ā£15,500 per month.
With new bot messaging and flows, we got customers the refund information they needed fast and saved advisor time!
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. Thatās real empowerment!
Streamlined menus to make it quicker for customers to get through and find the help they needed. Saving time = saving money!
Our comms training at HRP was a hit! Hearing feedback like āengaging & funā, as well as 100% of participants scoring it 'useful' or 'very useful' says it all. Great job team!
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 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 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.
Our IVR changes slashed transfers by over 10,000! With redesigned menus and wording, customers to the right place, first time ā happy days!
