Case studies

We’d love to tell you all the fantastic work we’ve done for clients up and down the UK but we let the figures speak for themselves.

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The CX 24/7 team has multi-industry experience from working with clients in furniture commerce to restaurants to the finance and insurance sectors, meaning we have a wide breadth of knowledge across all sectors and industries.

We’re equipped with the relevant soft skills coupled with technical expertise and real working experience to deliver results which aid and enhance your customer experience.

Designer Sofas 4U

 

Designer Sofas4U is one of the UK’s leading online furniture and sofa retailers whose products have been seen in Natwest, RBS, ITV, Handpicked Hotels and Toni & Guy, to name but a few. 

The services we offered to Designer Sofas 4U were:

 

Online marketplace support

Social media management

Online reputation management

Product uploads

Outsourced telephone answering

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Live chat outsourcing

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Out of hours support

When CX 24/7 began working with Designer Sofas 4U, our initial analysis found that their bounce rate was around 19-20%. Their website has around 20,000 products however there was no filter system to help narrow down a user search or to break down the products according to category. 

The CX 24/7 team created a filter system which helped to break down products according to category and sub-categories. Designer sofas 4U saw a huge decrease in bounce rate once this was implemented and the bounce rate is now 1% with sales having increased as a result. 

Designer Sofas 4U also had experienced a period of unprecedented demand and were struggling to keep up with booking showroom visits, social media management, answering calls. 

CX 24/7 now completes 50% of the work previously done by on-site staff and, as a result, this has increased efficiency and productivity within the showrooms – with the staff being able to focus on what really matters… the customer. 

In real-time, CX 24/7 agents can now provide swatches, photos of products and answer any queries as and when they arise. 

Claim Desk

 

Claim Desk is a loss-assessing firm to ensure insurance claims are made straightforward and simple. Their work involves appointing a loss assessor to oversee the claim process, preparing a schedule of works to ensure properties are put back to their pre-loss condition, arranging emergency and long-term accommodation and making sure clients are appropriately compensated for loss of business.

The services we offered to Claim Desk were:

 

Phone system support

Inbound and outbound calls

Follow ups and aftercare

Chasing and locating engineers

Diary system management

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Real time chat services

As with any financial or insurance-based company, Claim Desk were experiencing high call volumes and were experiencing a number of dropped calls throughout the day, meaning customers were leaving the experience unhappy that they hadn’t spoken to their assessor.

CX247 implemented a phone management system where our agents would take over the phone system support, particularly during busy periods. We helped to book in appointments with engineers and other third parties and found a substantial decrease in dropped calls.

Through further analysis, we worked to ensure after care was given and follow-up calls were made to confirm the customer was satisfied. We also proactively chased and located engineers and updated customers who were expecting visits. Since working with CX 24/7, Claim Desk reported a 0% dropped calls rate. 

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Live chat outsourcing

Telephone answering

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Back office support

Marketplace listings

Conversion optimisation

Social media support

Ready to boost your business?

Contact us today and discover a solution suitable for you and your business. Make your customers happy – we’d love to hear from you.

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info@cx247.co.uk

01274 507525