By team › Customer experience
Help customers on any channel, with every earlier conversation already on screen.Help customers on any channel, with every earlier conversation already on screen.
Your contact centre sees each customer's calls, WhatsApps, chats and emails as one conversation, and you see satisfaction, effort and repeat contacts for each channel in one view.
Your contact centre sees each customer's calls, WhatsApps, chats and emails as one conversation, and you see satisfaction, effort and repeat contacts for each channel in one view.
Your contact centre sees each customer's calls, WhatsApps, chats and emails as one conversation, and you see satisfaction, effort and repeat contacts for each channel in one view.
Customers explain things once, and the next agent picks up from there.Customers explain things once, and the next agent picks up from there.
Calls, emails, WhatsApps and webchats from the same customer land in one thread, so whoever answers next can see what has been said and agreed so far.
Calls, emails, WhatsApps and webchats from the same customer land in one thread, so whoever answers next can see what has been said and agreed so far.
Calls, emails, WhatsApps and webchats from the same customer land in one thread, so whoever answers next can see what has been said and agreed so far.
One thread per customer
One thread per customer
Email, chat, WhatsApp and calls in one history.
Email, chat, WhatsApp and calls in one history.
History on screen as they connect
History on screen as they connect
Agents see what was said and tried before they pick up.
Agents see what was said and tried before they pick up.
Move between channels
Move between channels
A conversation can start on one channel and finish on another in the same thread.
A conversation can start on one channel and finish on another in the same thread.
Five stages of a customer's journey, and the measure each one moves.Five stages of a customer's journey, and the measure each one moves.
Pick a stage to see what changes for the customer once the journey is joined up, and which measure it moves.
Pick a stage to see what changes for the customer once the journey is joined up, and which measure it moves.
Pick a stage to see what changes for the customer once the journey is joined up, and which measure it moves.
MAIA sorts refunds and order updates at any hour, and hands everything else to your team.
MAIA sorts refunds and order updates at any hour, and hands everything else to your team.
MAIA sorts refunds and order updates at any hour, and hands everything else to your team.
When a conversation needs a person, or the customer asks for one, MAIA passes it over with a summary and the agent picks up from the last message.
When a conversation needs a person, or the customer asks for one, MAIA passes it over with a summary and the agent picks up from the last message.
When a conversation needs a person, or the customer asks for one, MAIA passes it over with a summary and the agent picks up from the last message.
Answers straight away
Answers straight away
Bookings, refunds and order questions answered with no queue.
Bookings, refunds and order questions answered with no queue.
Hands over sensitive conversations
Hands over sensitive conversations
Complex or sensitive conversations go to a person straight away.
Complex or sensitive conversations go to a person straight away.
A person, whenever they ask
A person, whenever they ask
A button to reach a person sits in every conversation.
A button to reach a person sits in every conversation.
The whole story goes with them
The whole story goes with them
Summary, intent and mood land on the agent’s screen.
Summary, intent and mood land on the agent’s screen.
Flag a customer who needs more time while they're still on the line.Flag a customer who needs more time while they're still on the line.
The agent flags extra needs during the conversation, and the specialist team sees the flag and the notes before they speak to the customer.
The agent flags extra needs during the conversation, and the specialist team sees the flag and the notes before they speak to the customer.
The agent flags extra needs during the conversation, and the specialist team sees the flag and the notes before they speak to the customer.
Spotted in the moment
Spotted in the moment
Flagged by the agent during the conversation.
Flagged by the agent during the conversation.
Handled by the right people
Handled by the right people
Passed to a specialist team with the time to listen.
Passed to a specialist team with the time to listen.
Kept on record
Kept on record
Notes stay on the record across every channel and site.
Notes stay on the record across every channel and site.
Satisfaction measured the same way in Cardiff, Manchester and at home.Satisfaction measured the same way in Cardiff, Manchester and at home.
Shared routing, one QA scorecard and one knowledge base give each site the same answers to work from, and satisfaction for each site sits side by side.
Shared routing, one QA scorecard and one knowledge base give each site the same answers to work from, and satisfaction for each site sits side by side.
Shared routing, one QA scorecard and one knowledge base give each site the same answers to work from, and satisfaction for each site sits side by side.
The platform Shelter's advisers use, with card payments certified to PCI DSS 4.0.The platform Shelter's advisers use, with card payments certified to PCI DSS 4.0.
How AI and vulnerable customers are handled on the new platform.How AI and vulnerable customers are handled on the new platform.
Will customers have to learn a new way to contact us?
No. They keep using the channels they already use: phone, WhatsApp, webchat, email and SMS. What changes is that every one of them lands in the same place, so the help they get joins up.
Will customers have to learn a new way to contact us?
No. They keep using the channels they already use: phone, WhatsApp, webchat, email and SMS. What changes is that every one of them lands in the same place, so the help they get joins up.
Read how Shelter and Vertu Motors changed the help their customers get.Read how Shelter and Vertu Motors changed the help their customers get.
One customer history in front of 6,000 employees, at the contact centre and in the showrooms.
Vertu Motors' showrooms and contact centre now share one customer record, so website visits, emails and calls are in front of whoever picks up next.
Read the case studyFace-to-face debt advice kept going through lockdown, across 55 London advice centres.
When COVID-19 closed the centres overnight, advisers from 21 partner charities moved to calls, webchat, WhatsApp and video from home, all in one place.
Read the case studyHousing advice for people at risk of homelessness, from 22 offices on one platform.
Shelter advised more than 31,000 households in 2023. The next phase adds a chatbot that sorts enquiries, so advisers can focus on emergency and highest priority cases.
Read the case studyCallers choose Welsh or English at the first menu, and team leaders see each queue as it happens.
Citizens Advice Cardiff & Vale takes thousands of enquiries a month, many from people in vulnerable situations. Managers now plan staffing from live reports, with the spreadsheets retired.
Read the case study