Wow Moments🎉

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.

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.

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!

By reworking the questions to be more supportive of vulnerable customers, we empowered 19% more people to opt-in and share their experience.

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!

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 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.

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

Our awesome client is now zipping through customer support with some super cool self-help links. This means less waiting, more self-serve wins, fewer call backs and happy customers.

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