Providing a positive experience in a regulated environment can be a real challenge due to the level of information that legally needs to be provided to customers, often causing customers to switch off.

In a recent project with a major supermarket insurance provider, we proved that getting the Tone of Voice right and ensuring we provided phone menu options early in the call kept customers alert. Since implementing this strategy, our client’s customer self-serve has increased by 34% in just 3 months, increasing customer satisfaction and reducing costs of contact.

Taking advice from OnBrand Group on their telephone policy really did pay off!