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!
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.
A heart-warming rise in advisor scores with our empathy training. By improving the customer experience, our client increased their reputation as an ethical and trustworthy company.
IVR design changes and targeted signposting to self help increased customer self service, saving £15,500 per month.
Streamlined menus to make it quicker for customers to get through and find the help they needed. Saving time = saving money!
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 new bot messaging and flows, we got customers the refund information they needed fast and saved advisor time!
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.
Tesco asked us to look at their IVR menu as only 40% of calls were reaching the right place! We helped them out and with our expertise, 75% more calls now reach the right team first time. Spot on!
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!
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!
