Wow Moments🎉

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 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 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!

Self-help messages to get customers information on their delivery, immediately cut contact to advisors without having to wait to speak to someone. What’s not to love?

With a new bot project, we slashed contact by 55% AND cut costs by £140K. Pretty incredible if you ask us! Our client was thrilled and their customers - even more so 🤩

As part of a project, we redesigned their IVR, voice, music and messages. By helping more customers to use their online account, we've cut calls to advisors by a whopping 31k per year!

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 achieved a fantastic 14% increase in the number of people passing through ID&V. This cut Average Handling Time (AHT) so advisors can focus on giving great service without the extra step.

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

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