Wow Moments🎉

We delivered intensive social media training and coaching over 3 weeks and created an advisor QA form. This boosted advisor scores, leading to great CX and improved first contact resolution.

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

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.

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.

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.

Tesco asked us to look at their IVR menu as only 40% of calls were reaching the right place! We helped them out and with our expertise, 75% more calls now reach the right team first time. Spot on!

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

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!

With new bot messaging and flows, we got customers the refund information they needed fast and saved advisor time!

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%