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!

CSat completion up 19%

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.

Self-service up by 25%

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.

20% cut in transfers

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!

Over 18K self-serving

With our new bot, it’s not only the drivers doing the racing, customers are speeding to the answers they need!  No more tedious telephone pit stops—just pure customer satisfaction

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!

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!

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.

Saved 8k transfers - nice work!

Hastings Direct asked for our help - and we delivered! We tweaked IVR timing, raised ID&V matches by 4.4% and kept thousands of calls out of the queue. That's an all-round better experience for everyone!

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. 

Time in IVR down by 46%

Simplified IVR design and menus means lower customer effort and faster resolution - keeping everyone happy in the process!