Wow Moments🎉
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!
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!
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.
With new dialogue and clearer messaging, customers could find their way through the IVR with ease. They are getting through to the right team first time, without the frustration of being transferred!
With simple signposting to self-help options in the IVR, callers are reassured and they can find the help they need without having to speak to an advisor.
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!
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.
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!
Our IVR changes slashed transfers by over 10,000! With redesigned menus and wording, customers to the right place, first time – happy days!
A redesign of the 'Voice of the Customer' survey has had a great impact on how many people are completing it! These surveys are an important insight for maintaining top notch CX.
Ageas’ compliance message switched to friendly language and now helps vulnerable customers - reducing AHT by 32%.
