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!
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.
Hastings Direct asked for our help - and we delivered! We tweaked IVR timing, raised ID&V matches by 4.4% and kept thousands of calls out of the queue. That's an all-round better experience for everyone!
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.
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 🤩
Self-help messages to get customers information on their delivery, immediately cut contact to advisors without having to wait to speak to someone. What’s not to love?
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!
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 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!
Redesign for a self-service app where callers could get help fast. Saving customers' time and saving our client £80K in call handling costs.
We redesigned menus to streamline customer journeys and get callers to the right place first time! This cut 638 weekly transfers – saving agent time, and over £80k per year in call handling costs! What a result.