The challenge

Riverside recognised an opportunity to improve abandonment rates, customer engagement, and call back uptake. They approached us to help them find the most effective solution to achieve these goals, whilst also working to reduce caller frustration and decrease abandonment rates.

Our task

• Design a clear, concise and effective caller journey ensuring callers can reach the right areas of business first time, every time

• Make sure anti-social behaviour (ASB), heating, and damp and mould calls are prioritised

• Improve abandonment rates

• Provide useful and relevant information throughout the caller journey

• Promote and educate callers to the benefits of self-serve / digital deflection through online services, positively affecting future caller behaviour

• Provide access to the CX Hub, allowing for 24/7 audio support

The solution

To help Riverside achieve their critical objectives, we needed to build a clear picture of the existing customer experience, identify the areas causing Riverside’s challenges, and recognise opportunities for improvement.

Through various creative workshops, we put our understanding of the brand into practice, to create benefit led, engaging audio examples, an updated script style, new voices, and music that better represent the brand and the customer.

Our team developed new call flows for the entire telephony journey, focusing on ensuring calls regarding ASB, heating, and damp and mould were prioritised. Additionally, we created a series of emergency messages, designed a clear and concise call back flow - to be offered when wait times exceed 3 minutes – and developed a series of engaging and relevant queue experiences.

To ensure seamless implementation, we collaborated with Riverside’s CCaaS and telephony provider, 8x8, and provided access to the CX Hub for ongoing emergency messaging.