Now are the UK’s biggest streaming platform with 2 million customers. We helped them support their advisors and customers by improving their bot and journeys, making it easier for customers to self-serve. We focused on their top 5 reasons for contact and redesigned those journeys. Delivering a 20% reduction in contact, improving self-service completion rates by 10%, whilst boosting first contact resolution.
To deliver a solution, our team and Now needed to find out why so many customers were calling and what we could do to eliminate any unnecessary calls. We discovered it was the refund journey, creating the biggest volume of contact as it caused confusion for customers.
The bot is now much more effective and saves time for the customer by giving them a quick answer. This has improved CSat and NPS and reduced contact to advisors cutting operational costs.
If you want help on conversation design for your bot or would like to have your own bot, give us a message at email@example.com. We’d love to chat with you all about bots.