Public transport agency grows social engagement by 40% and reduces response times by 50%

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In this case study discover how a customer remediation model:

Decreased customer complaints by 20%
Reduced case management activity by 70%
Improved average handling times by 22%
Increase net promoter score (NPS) by 53%
Reduced customer transfer rates by 83%
Exceeded sales performance targets by up to 103%.

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THE CLIENT

A leading public transit agency providing bus, ferry, rail and light rail services.

THE CHALLENGE

Challenge #1

The client could not answer customer queries and complaints across its social media channels in a timely and effective manner. During seasonal peaks, customer queries increased by 300%, and the client could only respond to 71% of the community within two hours. This led to heightened customer disengagement rates. The primary customer complaints were that their social media responses felt robotic and rushed, along with an unacceptable wait time for resolutions.

Challenge #2

Prior to requesting a proof-of-concept for a call deflection and integrated call steering solution, the client had limited visibility into their call queues and the types of calls they were receiving. As a result, they were experiencing longer than desired average handling times (AHT) and struggled to prioritise incoming calls based on urgency or importance. To address these challenges, the client sought a solution that could not only reduce call queues and AHT but also provide greater insight into the nature of their incoming calls and enable more efficient call routing.

THE SOLUTION

SOLUTION #1: SOCIAL MEDIA

Probe CX supplemented the client’s social media team with specialised agents who focused on customer engagement and timely responses, resulting in an enhanced customer experience. Probe CX introduced Engagor by Qualtrics, a sophisticated system for managing social media interactions to streamline the team’s workflow.

SOLUTION #2: CALL ROUTING OPTIMISATION

For the proof of concept, Probe CX recommended the implementation of Oration by Convai: an easy-to-implement, low-cost, SaaS cloud-based contact centre plugin that ensures the best possible outcome is achieved for every call. Using various AI-powered features, Oration would provide the following benefits to the client:

Natural language processing (NLP) technology to understand the intent of the caller and route them to the most appropriate agent.
Speech-to-text technology would enable the client to analyse the conversations between agents and customers to identify common issues and areas for improvement.

THE RESULT

SOLUTION #1: SOCIAL MEDIA

Probe CX’s social media team and technology implementations handled 31,967 customer interactions within the first 12 months of its implementation. During this time, the client experienced the following results:

A 50% reduction in the previous response time

Community engagement growth of 32.47% for Twitter and 47.31% for Facebook.

SOLUTION #2: CALL ROUTING OPTIMISATION

The pilot of Oration garnered the following results:

of calls were directed through the correct queues

of calls had a positive sentiment

of calls required two or fewer intents.

Oration has allowed the client to qualify that their customer base is adaptable to change with zero customer complaints during the pilot of Oration. There was a perception prior to Oration that customers were adverse to change. The next step moving on from the proof of concept roll-out is for the client to update their existing technology to fully integrate Oration.