Learning Experiences
menu

Skipton - Launching Web Chat

Learning solution average score was 95% based on engagement, relevance and retention.

Provided consistent customer satisfaction scores compared with phone contact customers in the three months following the training.

Overview

When Skipton Building Society decided to launch web chat functionality to its customers for the first time, they engaged Davies prior to the “go live” date to ensure their advisors were ready to meet their customer base with consistent tone, language and professionalism.

The Approach

Our approach to programme delivery was to ensure that the chat aligned to Skipton’s ”tone of voice” represented in marketing/brand materials. A number of key questions needed to be answered including:- preferences on emojis, abbreviations and the use of ‘canned’ responses. From the consultation it was also clear that the advisor population was much younger than the average customer. In order bridge this gap, items like spelling, grammar, proof reading and sentence structure were key for the success of this new channel.

The Delivery included:

 

 

The Feedback

Quotes from Participants:

  • “Easy to follow and explained with evidence, providing facts and examples of success.”
  • “Enjoyed that we got to look at how other businesses use digital channels for customer service. Liked
    seeing what good looks like and getting hints and tips on what we can do while on WebChat.”
  • “I will now be confident when using WebChat. I have taken a lot from this day. I know how I will be using
    language rather than tone in Chat. When I have seen the system and perfected my ‘paste’ comments I will
    be really confident.”

The Results

Our programme was delivered successfully with delegates who in-turn scored all elements of the sessions from 90-100% satisfaction. The programme designed and delivered by Davies was described as ‘engaging’, ‘informative’ ‘specialised’ ‘relevant’ and ‘memorable’. The next steps for Skipton following this programme were the sustainability of the quality strategy that evaluates the chats and a recruitment process to move telephony advisors into the web chat channel. Davies was able to provide strategic advice on both aspects to support this valued client to continued success.

Want to find out more?

Chat with Lee!

Lee Russell is the Client Solutions Director and welcomes you to schedule in a meeting directly into his diary to discuss your learning requirements.

He will also be able to share examples of how we have supported our clients to reach their learning and development goals to help achieve incredible business metrics. Book your 121 meeting below.

Click here

Back to Case Studies
The Resilience Handbook
Today’s Learning Noodle Podcast is all about Resilience, but why should we care? Well resilience can manifest in various aspects of our lives and ca
Listen
How organisations can grow through change with CX transformation
This week’s episode of The Learning Noodle we are looking at how many organisations are evolving and going through periods of change. Either because
Listen
The Power of Digital Learning: What Do You Need To Consider for Success
In this episode of The Learning Noodle we are joined by our Head of Digital Adam Eckersley to chat about the power of digital learning along with how
Listen
How Technology and Engagement is Transforming Workplace Culture
Organisations of all sizes are facing competition in attracting and retaining talent. When you combine this with the changing demands of the work
Listen
The future of employee experience: People are our biggest investment
With organisations changing at fast pace whether that is hybrid working or more digitalisation, with increased expectations on personalised employee e
Listen
Malcolm Taylor - Senior People Development Manager
In this latest Learning Noodle podcast, our guest is Malcolm Taylor, who is the Senior People Development Manager from The Meteorological Office. Malc
Listen
Meet the brain to help improve your learning and memory
Imagine what you could achieve if you knew more about your brain? With neuroscientific interests in learning and memory on the increase, what better p
Listen
Measuring the impact of learning and development is difficult but possible
This week we will be focusing on the importance of Learning and Development and how to find evidence of its positive effects. Special guest Kevin M Ya
Listen
The importance of alignment and retention when in person.
The importance of bringing people together in person to collaborate, does it bring an energy that was lost during the pandemic? It provides the space
Listen
How has the learning and development world changed throughout and as a result of Covid 19?
In a world where face-to-face training was no longer an option, special guest Simon Newton, Learning & Development Leader at Autoglass and podcast hos
Listen
The impact of L&D on retention rates
With the growing issues around retention rates, special guest Jesse Burcham, Vice President of Training & Operations at PFSbrands and podcast host Ben
Listen
Global challenges and contact centre resilience
Ben Hurrell, Head of Learning Experiences & Leigh Hopwood, CEO of the Call Centre Management Association (CCMA) explore how rising living costs and vu
Listen
The pressure of the decision maker
How do great leaders know how to make the right decisions? Ben Hurrell, Head of Learning Experiences returns with Deborah Challinor, Expert in Lead
Listen
Breaking down obstacles to achieve DEI success
In this episode Senior Learning Experiences Consultant, Tim Gonulalan takes over as host and is joined by Diversity, Equity & Inclusion (DEI) Consulta
Listen
Using learning technology and data to track ROI
Learning technology such as knowledge retention platforms are increasingly being used to track and achieve positive ROI on learning experiences. Pe
Listen
The role of innovation in delivering "profitable relevance"
Innovation is an often talked about is skills and behvaiour... but what sits behind the mystery? Why is it important? Whose responsibility is it...
Listen
Resilience Vs. Perseverance - Developing people to overcome adversity
Is resilience enough, or do we need to focus more on perseverance? We can just take the pain of a problem and work through it, but what can we do to
Listen
Leading a team of individuals – How to get the best out of people from different worlds
The world is increasingly celebrating the individual, whether it is respecting where someone is from, their identity, their preferences or even their
Listen
How does mental wellbeing impact performance?
Keith Gait, Leader at the Customer Experience Foundation brings his wealth of CX, leadership and personal experience to lead a powerful discussion on
Listen
How to boost your CMeX scores and stay on top
Water organisations have been challenged to keep up with changes in customer behaviour and increased expectations. But what are the best ways to manag
Listen
How does the future of learning intersect with CX?
Learning has to adapt to meet the needs of an organisation’s people, but at the same time there is an essential requirement to include the customer
Listen
The hidden leadership pandemic!
What did we forget when we were surviving? Leadership! To transform organisations from a surviving state, into one which is thriving – requires a sh
Listen
The role of learning in the future of work: Why reskilling is such a hot topic
With today's advances in technology, you have to adapt, change and learn new skills. It isn’t uncommon to change role every few years, and people wh
Listen
Is learning & development a cost or an investment?
We need to talk more about how learning can help boost NPS and bottom-line results. Learn how to make your learning & development budget a real in
Listen
What can learning & development professionals learn from the world of customer experience?
The CX world is constantly evolving, and the pace of change quickening. What parallels can we draw to internal customers and the world of learning and
Listen
DISCOVER MORE