We put the heart in the machine
The path to great CX starts here, humanising every touchpoint. By design.
The path to great CX starts here, humanising every touchpoint. By design.
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 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.
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 😊
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!
