Скачать или смотреть Simply Business transforms customer experience with Twilio

Simply Business (https://www.twilio.com/learn/contact-...) is the UK’s biggest business insurance provider. At the heart of their omnichannel Twilio-powered Contact Centre is Twilio TaskRouter, which uses contextual intelligence to route both inbound and outbound calls to the consultant with the right skillset to help each customer.

Using Twilio, Simply Business built workflows and processes designed to fit and optimise the ways their consultants want to work and how their customers prefer to interact, resulting in a 15% increase in their call handling rate, a 9% uplift in inbound sales conversions and a 17% uplift in outbound contact rates. Consultants are no longer tethered to static desk phones. Supported by a strong culture of innovation and experimentation, Simply Business consultants with no prior coding skills, now work alongside developers in company hackathons to build new solutions to improve the customer journey.