Tech driving seamless CX

Dreams’ Advisers using Liberty Converse have the visibility to see which colleagues are available to speak to a customer, previous interactions and they can easily listen to previous call recordings. The crucial importance of data became clear to the team, as they saw that the activity codes they use were providing real-time insight to drive business decisions. So they took ownership of accurately feeding data into the system to increase that vision.

With up-to-date data and reporting in a central system telling Dreams why and how their customers are making contact, they can see change and act on it swiftly to improve the customer journey. Having that information readily available in easy formats has freed time and brain power to focus on improving CX, rather than untangling exported spreadsheets and convoluted lookups.

Opening up multiple channels has allowed each customer to effortlessly get the help they need really easily, whether it’s on web chat, the phone or via email. Liberty Converse provides the capability to have people that take calls and others that handle chat, as well as advisers that can switch to both.

This is very efficient and prevents monotony for advisers. Having multi-skilled, multi-channel advisers allows successful management of extra specialisms in the team. That’s the dream.

Self-service is also vital and welcomed by Dreams’ customers. They still want the option to speak to somebody, but there are many things they would just like to be able to do for themselves.

All these contact options improve customer experience, and also allow Dreams to release advisers from many calls, freeing them to provide a really personal experience for customers that need more help.

Liberty Create provided the power to make changes really quickly, to systems and processes across the business. In the past, something simple like changing their opening hours for bank holidays was painful – a military operation of Excel spreadsheets and an administration burden. Low-code allows for fast changes to make impacts immediately.

Liberty Create provided the power to make changes really quickly, which prompted requests and ideas from advisers to remove anything causing frustration for customers. This is empowering because staff can see change straight away and they found their advisors started to make insightful, customer focussed suggestions for further improvements. Advisers who spot potential friction or inefficiency in the process can increase efficiency and service levels.