Wow Moments🎉
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!
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!
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.
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!
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. That’s real empowerment!
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.
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!
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
Redesign for a self-service app where callers could get help fast. Saving customers' time and saving our client £80K in call handling costs.
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.
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.
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 🤩
