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MAKING OUR CLIENTS HAPPY

HERE'S HOW WE'VE HELPED SOME OF OUR CLIENTS

GLOBAL LUXURY RETAILER

TRADITIONAL 'BRICKS' RETAILER MOVING TO 'CLICKS

PROJECT

   INSIGHT

FTSE 250 UK HOMEWARE RETAILER

We analysed their incoming contact - over 100,000 contact instances against Customer need and Contact Channel - we were able to tell them that 35% of contact was being double counted & 20% of contact was as a direct result of not keeping customers updated.

 

This enabled the business to build a case for investment to launch a new digital channel and a chatbot to gather more information upfront. We also redesigned their service updates to better communicate with customers, in the event of a failure. This resulted in a cost saving of six figures and increased Customer Satisfaction.

 

We also made recommendations for their own team to make improvements in their Contact Technology to improve self-service and overall case management.

DOES THIS SOUND LIKE SOMETHING THAT COULD HELP YOUR BUSINESS?

PROJECT

   INSIGHT

GLOBAL LUXURY RETAILER

We initially ran a diagnostic to understand which contact was most valuable. From this we were able to see that 40% of the contact managed by the contact centre was being pushed into the stores resulting in double cost.

We put in a ‘scaffold’ around the service operation to manage to:

  • Better leverage their CS technology

We have taken the remaining queries and set up a virtual assistance service to deeper understand their client needs.

We are currently currently in the middle of a 3 year programme of working with the stores and e-commerce parts of the business to either reduce the queries or optimise the client loyalty.

By the end, we will take down the scaffold and the client will have their own service model.

  • Reroute the store queries to the appropriate store, putting in a training program for the stores to manage online customers and expose store knowledge to the website

DOES THIS SOUND LIKE SOMETHING THAT COULD HELP YOUR BUSINESS?

PROJECT

   INSIGHT

TRADITIONAL 'BRICKS' RETAILER MOVING TO 'CLICKS'

We ran the diagnostic on the online customer contact and discovered 70% were WISMO (where is my Order) and returns requests.  

We then implemented a self-service strategy, which included a new help centre with order tracking and automated returns requests - this dropped the overall contact rate by half.

DOES THIS SOUND LIKE SOMETHING THAT COULD HELP YOUR BUSINESS?

 
 
 

- Global music start-up

the proof is in the pudding

“I can't recommend working with them highly enough. The Neos Wave team were fantastic from the get-go.

As an agile, fast-moving tech start-up, having a partner who jumped straight in, cost and time efficiently was a breathe of fresh air” 

FTSE 250 UK HOMEWARE RETAILER