Wow Moments🎉

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.

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! 

Our IVR redesign project, delivered a new brand design, voice and music. With simple and attractive self-service options, we cut calls to advisors and made things quicker for guests.

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.

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.

With new dialogue and clearer messaging, customers could find their way through the IVR with ease. They are getting through to the right team first time, without the frustration of being transferred!

With simpler IVR menus, callers are now getting through to the right place without annoying and costly transfers. A much better customer experience and much happier calls!

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!

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.