Customer experience transformation
Ensuring every customer interaction is one they remember for the right reasons
With so many similarities between service providers today, how people feel about being your customer is what differentiates you from the competition. You may know from your NPS scores that you could be doing better, or have a hunch you’re not ‘known’ for excellent customer service. Whatever your starting point, our expertise and innovation will help you transform those experiences.
Offering end-to-end experience management, from making processes more efficient through automation and technologies such as artificial intelligence (AI), to upskilling people and providing our expert, empathetic agents as extra resource, we ensure your customer interactions exceed expectations and support your business goals – however complex - whilst controlling operational costs.
Working collaboratively with you, we firstly apply our unique blend of extensive customer experience and multi-industry expertise to understand how services can be enhanced whilst meeting your specific aims and challenges. We then design and implement intuitive, empathetic customer journeys, underpinned by real time, data-driven insights and access to the very latest technology, with built-in agility so you can adapt to fluctuations in demand.
Above all, we understand your customers are people, which is why we focus on ensuring human-centred services which transform customer experience and how they feel about you as a brand.
The journey to executing a digital-first agenda: a conversation with Aimie Chapple
Personalised customer experience score for our client, Southern Water
Reduction in complaints for Southern Water since 2015
How much we increased the overall NPS score for one of our life and pensions clients
How quickly we stood up a 100% remote contact centre in 2020, with 1,200 agents
How we transform customer experience
Helping Southern Water make customers’ lives easier with simpler, personalised experiences
We’re working in partnership with Southern Water to transform and simplify their customer experience, so their customers are happier and more able to self-serve online.
To understand where customer service could improve, we worked with call centre advisors to explore customer journeys, mapping customer pain points and using data to understand areas of improvement. This data and insight was used by Southern Water to help inform the case for their organisation-wide transformation programme and we’re now a key customer experience partner, working together to review and improve all aspects of the customer journey.
By working in partnership with Southern Water and putting the customer at the heart of every process, we’ve significantly improved customer experience. We’ve helped to make customer bills easier to understand by reducing them from 15 pages to three and, by using data to segment customers, we’ve been able to personalise experiences and identify and support those who may be financially vulnerable.
After finding less than 50% of customers were able to complete tasks online, we worked with Southern Water to redesign online journeys making it easier to pay a bill, submit a meter reading or close our account. We’ve seen complaints reduce by 68%, online transactions increase to 80-90% completion and a 247% increase in payments received through a digital collections campaign.
Real-time voice analytics to enhance conversations
Our assisted customer conversation technology analyses calls and gives feedback in real-time. This enables agents not just to be more responsive, but to provide better quality responses.
Not only does the technology provide direct in-call support, it also allows their team leaders to follow calls live, support and guide agents via chat, and even identify when to intervene in calls if necessary. Watch our video to learn more.