Live Pilots
We transform difficult customer issues into strong customer relationships
Tap a card below to see how we help businesses show up for their customers
“Another wifi dropout this month – can’t get anything done!”
SUMMARY
PLAN
Superfast
ISSUE
Network dropout
IMPACT
Interruptions to work / study
SENTIMENT
Frustrated at repeat issues
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“Help, there’s a transaction I don’t recognise.”
YOUR RESOLUTION RATE
95%
+15% vs Industry
YOUR NPS SCORE
44
+9 vs Industry
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“I can’t believe the size of this bill estimate.”
REQUEST
The customer wants an explanation of the estimate and their bill reassessed.
ANALYSIS
Incorrect bill estimates are common. It would be reasonable to reassess the bill.
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“2 hours on hold and still waiting”
“Fastest customer service! The issue was resolved straight away.”
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“My order was never delivered”
COACH:
Issue refund and provide apology
High Impact
Review bill and provide free month
Medium Impact
Explain estimate and provide discount
Low Impact
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