Wow Moments🎉

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.

We designed a new bot which handled 25K+ chats in the run up to the Grand Prix. Helping lots more customers without jamming up the phone lines.

As part of a project, we redesigned their IVR, voice, music and messages. By helping more customers to use their online account, we've cut calls to advisors by a whopping 31k per year!

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.

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!

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.

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.

Our new design and recommendations mean it’s a piece of cake for everyone to track their dough and data. And the best part? They’re getting it done without needing an advisor. Talk about handy!

With our complaints writing training and QA, our client saw a boost in advisor scores and won 'Gold' at the UK CXA awards for most improved complaints handling 🏆

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.