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.
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.
“ Nuance Live and Async Assist has added a new dynamic to our customer service. It has already helped us achieve a CSAT score of 84%, and less than 4% of chats need to be escalated to a phone agent—so it’s a channel that works and gives customers what they need. ”
Head of Customer Experience and Operations
Post Office Ltd.