Wow Moments🎉

Simplified IVR design and menus means lower customer effort and faster resolution - keeping everyone happy in the process!

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. That’s what it’s all about!

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

With our new webchat tone of voice skills training, new quality scorecard design & webchat templates, Sage achieved a 'gold' award for Digital Team of the Year!

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 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.

With simplified messages, we made sure customers were getting to the right place, first time. A huge drop in transfers, lowering customer effort and frustration.

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!

We got more people moving to self-service channels and staying there. With design changes and simplified messages, we made it easier for customers to find what they needed. 

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!