Post Office Ltd. delivers superior customer experience
The combination of Nuance solutions has reduced costs for Post Office Ltd. and allowed agents to handle more cases, faster—offering customers a superior experience at every moment of their journey.
Description
Post Office Ltd.’s manual approach to customer service took up a lot of agent time and demanded that all team members were trained to handle a broad range of cases. The company knew there was a way to improve its approach, and it searched for a partner that could help achieve its vision.
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Simon Kissane
Head of Customer Experience and Operations
Post Office Ltd.
Offer a superior customer experience in all moments of the customer journey by introducing self-service options and reducing transfers between agents.
Nuance Natural Language Call Steering directs callers to the right agent and enables agents to see why customers call. Nuance Live and Async Assist and Nuance Virtual Assistant offer customers self‑service options.
Customers get quick answers to their problems, and agents save time handling simple customer cases so that they can focus on more complex queries.