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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.

RETAILER IMPLEMENTS INTUITIVE CONVERSATIONAL AI TO REDUCE AHT BY UP TO 30 SECONDS

10%

10% reduction in order tracking calls

30

Average call handling times reduced by 10 to 30 seconds

3%

Calls deflected to self-service resolutions increased from 1% to 3%

THE CLIENT

A large multi-channel retailer operating brick-and-mortar, eCommerce, delivery and click and collect shopping options.

THE CHALLENGE

The client was approaching a major multi-channel sales event and needed to ensure their contact centre’s interactive voice response (IVR) system was well-positioned to manage a forecasted double increase in customer calls.

THE SOLUTION

The client implemented Probe CX’s easy-to-implement, low-cost plug-and-play IVR solution, Oration; fully deployed and taking calls on the first day of the sales event. Oration is designed to be implemented as an overlay to existing contact centre tech and as a SaaS cloud-based solution.

Oration was also given a persona to aid staff and customer adoption. When a customer called, Oration was the first point of contact and asked “How can I help you today?”. Depending on the caller’s answer, Oration would deploy targeted banners that would either get more clarification regarding the customer query or direct the call to the most appropriate outcome: a live agent or a self-service option. This meant Oration could completely deflect a call from the contact centre if deemed appropriate.

The banners were completely customisable on the Oration dashboard by agents. Should the call need to go to a contact centre agent, Oration would present a simple visual display of the call so far, verbatim, to the agent - a seamless customer experience transition.

THE RESULT

From day one of the client’s sales event, Oration was able to:

Reduce order tracking
calls by 10%
Decrease average call
handling times by 10 to 30 seconds
Increase the number of calls deflected to self-service resolutions from 1% to 3% of calls.



The contact centre agents reported no customer animosity received through interactions with Oration. They also believed customers were more ‘friendly and empathetic’ after receiving targeted banners prior to transferring to a live agent.

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