We help brands wisely reduce service contact,
increase sales and improve customer satisfaction

 

Webchat: Customer satisfaction up 10%

How we helped Avios have more empathetic and natural service conversations in webchat, to boost satisfaction by 10%

Calls + Webchat: Customer satisfaction up 12%

“It’s one of the most effective things we’ve done to increase our key CSat measure”- James Moir, Managing Director at Nectar

IVR (call routing): Sales calls to advisors up 5%

“We’re emphasising progress and a willingness to help, rather than focusing on wait time or unavailability” Susie Lealan, Mazaru

Calls, emails, letters, webchat: ‘Unwanted’ contact down 30%

How we helped this water company to improve multi-channel customer experiences, to reduce contact and move up the Ofwat league table

IVR (call routing): Sales calls to advisors up by a third

“An all-time high score for hold music… and ease of navigation since we started measuring NPS — a great result!” Ben Watford, Virgin Holidays

Social Media: Building advisor confidence for service

How we helped this much loved retailer to build adviser confidence and activate their brand in everyday social media conversations