Are your self-serve rates lower than you expected? We’ll help you find out why – and help you put it right.
To get an ROI on your self-serve investment, you need to understand why your customers aren’t self-serving the way you expected. We’re experts in this, having improved self-serve on 100s of journeys across multiple sectors.
increase in self-serve online ordering via a redesigned “Where is my order” journey for a national flower retailer
increase in chatbot chats completed for a major online grocery brand
increase in self-serve acceptance rate for a redesigned travel brochure ordering phone line with automated fulfilment
increase in self-serve acceptance rate for banking balance check and direct debit set up IVRs
With our experience and expertise consulting with hundreds of organisations with the same challenges you face, we’ll review how your customers are interacting with your self-serve tech, identify the factors that are preventing them from accepting self-serve, and then provide a set of practical, actionable recommendations that will increase your acceptance rates.
A major UK high street bank was struggling with a low containment rate (percentage of calls completed) for its IVR automated telephone payments system. We analysed and tested customer interactions within the system, which uncovered several sticking points that were driving customers away.
We reengineered the IVR’s natural language rules engine and designed and recorded a new on-brand audio persona. This resulted in a 15% uplift in IVR containment rates, £450,000 savings from deploying 20 FTEs to other duties, and a 6% uplift in ‘Good’ and ‘Excellent’ C-sat ratings.
We offer a range of services to help identify where you can improve your CX.
Our range of CX technology solutions will help to significantly reduce your cost of contact.
Let’s talk about what self-serve and channel shift challenges you’re having – and how we can help you solve them.
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