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!

70% drop in transfers

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!

10% reduction in calls

IVR design changes and targeted signposting to self help increased customer self service, saving £15,500 per month.

10% increase in self-service

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. 

Calls down 60K a year!

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.

£65K savings per year!

We helped John Lewis save £65k a year by creating a strategy that encouraged callers to move to WhatsApp. 250+ calls cut weekly, faster help for customers - win-win!

83% cut in transfers

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.

Empathy scores up 11%

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.

SMS deflection up by 10%

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

Delivery calls drop by 47%

Self-help messages to get customers information on their delivery, immediately cut contact to advisors without having to wait to speak to someone. What’s not to love?

17% fewer calls

Too many calls, not enough self-service. We helped Tesco with a smarter IVR deflection strategy, boosting self-service and first-contact resolution - cutting calls by 17%. Nice work.