Accent Neutralization Solution Increases CX Satisfaction by 3.65%
Challenge When our US-based utility client decided to move offshore, there was understandable apprehension about their customers’ reactions to non-native speakers. The client wanted to ensure that communication barriers would not negatively impact service or customer
Lifting Customer Experience to Greater Heights
A major airline and cargo company needed to audit and optimize its customer service process, improve call resolution rates, and lower operating costs.
Rapid Response to a Work-At-Home Solution to Ensure Business Continuity
One of the largest P&C insurance and roadside assistance providers needed to quickly develop a work-from-home program for its employees during the initial months of the 2020 pandemic.
Six Sigma Process to Increase Conversion Rates
A leading ridesharing company struggled with low conversion rates in its driver onboarding process, and they needed to identify gaps in the process and reduce the lag time in onboarding.
Program Improvement Leads to Increased Sales for Insurance Company
An insurance provider with operations in more than 80 countries noticed they were missing their sales goals by 17% and wanted to improve their numbers.
Grocery Delivery Service Company Reaches Email Goal During High-Volume Season
When our client experienced a period of rapid growth one holiday season, they quickly outstripped the capabilities of their customer service team.
Efficient Customer Engagement Increases Service Levels
When our client noticed a trend of unhappy customers, unresolved concerns, and unnecessary service transfers with increased average handle times, they came to us for help.
Custom Solution Turns Profit Drainer Into Profit Center
A snack food provider wanted to optimize their order process for the 22,000 smaller retailers who carried its products nationwide.
Custom CRM Solution Lowered Average Handle Time by 52% and Dramatically Cut Costs by 20%
With a wealth of products spanning decades, our client needed to give their customer service reps an easier way to find owner’s manuals, product information, claims, and more to improve their service metrics.
