Omni-channel customer engagement success stories

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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“ 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. ”

Simon Kissane
Head of Customer Experience and Operations
Post Office Ltd.

Challenge

Offer a superior customer experience in all moments of the customer journey by introducing self-service options and reducing transfers between agents.

Solution

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.

Results

Customers get quick answers to their problems, and agents save time handling simple customer cases so that they can focus on more complex queries.

Discover how Nuance solutions can help you deliver superior experiences in any or all moments of the customer journey.

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