Wow Moments🎉

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 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 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!

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

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.

Streamlined menus to make it quicker for customers to get through and find the help they needed. Saving time = saving money!

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 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!

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.