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.

With a new bot project, we slashed contact by 55% AND cut costs by £140K. Pretty incredible if you ask us! Our client was thrilled and their customers - even more so 🤩

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.

We jazzed up voice self-service, making it a breeze for customers to add, drop, or switch up their subscription without waiting to speak to an advisor. It's all about making things smoother and quicker!

Our IVR changes slashed transfers by over 10,000! With redesigned menus and wording, customers to the right place, first time – happy days!

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.

Our bot handled 8k+ chats in the week before MotoGP. That's a huge operational cost saving and lots of happy customers!

With simple signposting to self-help options in the IVR, callers are reassured and they can find the help they need without having to speak to an advisor.

Collinson’s online claims survey got shorter and clearer - boosting completion rates by 19%! The feedback will improve CX, meaning very happy customers and a very happy client 😊

Thanks to our fantastic recommendations which went live with the new voice, IVR & music for the National Trust, the number of people opting into their CSAT survey has gone up by an incredible 268%