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What's new Creating exceptional customer experiences by 'doing it better' Creating exceptional customer experiences by 'doing it better'

Optimise your customer experience by designing, deploying and managing digital solutions customised to your unique needs.

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CASE STUDY
20% reduction in customer complaints.

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Telecommunications provider improves net promoter score by 53%

Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?

P_Telecommunications provider improves net promoter score by 53%_AUG2023_inside

Download this case study to learn:

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%.


Download now for these insights and more.

RETAIL GIANT REDUCES CONTACT CENTRE SERVICE EFFORTS BY 41% WITH A VIRTUAL AGENT

41%

Contact centre service efforts reduced by 41%

28%

28% shift from voice to digital channels

96%

96% virtual agent response accuracy rate

THE CLIENT

A leading Australian full-service supermarket retailer.

THE CHALLENGE

The client’s online retail site was growing at a significant rate of up to 27% annually but returning poor profitability values. They needed a solution that would take pressure off their contact centre while aligning with their customer experience strategy of ‘anytime, anywhere’.

THE SOLUTION

Probe CX worked closely with the client’s customer experience team to create a virtual agent (VA) specifically for order tracking and providing assistance with checkout enquiries.

If human intervention was required, the VA would efficiently pass the customer details and VA chat history through to a live web chat agent.

VIRTUAL AGENT IMPLEMENTATION PLAN

graphic-VIRTUAL AGENT IMPLEMENTATION PLAN

graphic-VIRTUAL AGENT IMPLEMENTATION PLAN-m

The client implemented the VA solution conservatively, going live to 5% of their online retail site for the first week: Monday to Friday, between the hours of 9am and 4pm.

After the first rollout week, the VA accommodated 100% of their online retail traffic and extended the hours to 7 days a week, between the hours of 9am and 9pm.

THE RESULT

The implementation of the virtual agent has:

Reduced the effort needed for contact centre agents to handle customer interactions by 41%
Led to a 28% shift from conventional voice channels to digital channels
Resulted in a 96% virtual agent response accuracy rate when handling customer queries.

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