Wow Moments🎉

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 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.

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?

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 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.

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! 

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.

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

With our new webchat tone of voice skills training, new quality scorecard design & webchat templates, Sage achieved a 'gold' award for Digital Team of the Year!

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!