We make great conversations happen in everyday service - wisely reducing contact, increasing sales and improving customer satisfaction.
Our content, training, benchmarking and strategy advice nurtures CX environments including digital, social, retail, whitemail, email and phone.
We design conversations using a mix of written, audio and visual creativity along with science and service know-how.
At Call and Contact Centre Expo this year we're launching Mazaru Insights - our service communications AI. This digital wise monkey keeps an eye on written customer communications across all customer touchpoints - making it easy to check that they're working as hard as they can to reduce contact and improve service.
Some of our results for leading brands:
Virgin Holidays - boosted advisor sales opportunities by 30%
Avios - improved webchat CSat by 10%
Nectar - increased phone and webchat CSat 12%
TalkTalk - reduced costs by increasing SMS help uptake and cutting phone calls by 10%
Where our work is used:
All customer touchpoints including chatbots, voice assistants, knowledge management systems, website FAQ answers, bills, letters, emails, SMS texts, social, webchats, face-to-face and the phone.
Tel: 0330 123 9930