Wow Momentsš
Our results could speak for themselves - but we like to shout about them anyway š
Here's a few of our many successes... Just wait until you see what we could do for you!
Our results could speak for themselves - but we like to shout about them anyway š
Here's a few of our many successes... Just wait until you see what we could do for you!
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.
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.
Streamlined menus to make it quicker for customers to get through and find the help they needed. Saving time = saving money!
Simplified IVR design and menus means lower customer effort and faster resolution - keeping everyone happy in the process!
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. Thatās real empowerment!
With clear questions and improved follow-up prompts, we encouraged customers to interact with the IVR, boosted self-serve, and helped more callers get the right help at the right time. Thatās what itās all about!
With new bot messaging and flows, we got customers the refund information they needed fast and saved advisor time!
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.
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!
Our comms training at HRP was a hit! Feedback like āengaging & funā and 100% of participants finding it useful or very useful says it all. Great job, team!
