Case Study: helping a leading UK bank implement a new customer journey & IVR programme.
Situation: Constant negative NPS score when completing post interaction surveys by post. This was causing growing concern within the business as the customer experience was
Situation: Legal and General Home claims department were receiving customer complaints from customers who kept having to explain their claim every time they called
How do you deliver messages to your customers? Chances are it hardly involves the postman these days. With the likes of social media, blogs, email and contact centres, you’re spoilt for choice with the ways you can talk to customers. And when you communicate clearly and consistently through all of these channels, you create opportunities
My mobile broadband provider was hacked in November and I have not had a single piece of outbound communication from them explaining what happened or telling me if I was affected or not. I did however receive a text from my bank letting me know that they recognised I am a customer of the mobile
A major software and technology company could not complete enough self serve product activation online or within the voice IVR. This was causing high customer effort, high inbound call volumes and increased costs. Approach Visual IVR was implemented to bridge the gap between digital and phone journeys and also utilise the capabilities of smartphones to