Wow Moments🎉

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.

Collinson’s online claims survey got shorter and clearer - boosting completion rates by 19%! The feedback will improve CX, meaning very happy customers and a very happy client 😊

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 our complaints writing training and QA, our client saw a boost in advisor scores and won 'Gold' at the UK CXA awards for most improved complaints handling 🏆

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!

With a new deflection, we got callers chatting by SMS. This is a great customer experience, it's quicker and more convenient too!

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.

Redesign for a self-service app where callers could get help fast. Saving customers' time and saving our client £80K in call handling costs.

Thanks to our fantastic recommendations which went live with the new voice, IVR & music for the National Trust, the number of people opting into their CSAT survey has gone up by an incredible 268%

Clearer messaging in the IVR, guides more callers through their payment options in a way that’s easy to understand! Now more people than ever are getting what they need quicker!