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Customer experience

Damn, I’ve already written the angry Trustpilot review in my head,

guess I’ll just delete that…

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Sometimes, the best customer experiences are the most unremarkable ones.

In fact, quite often amazing problem-solving flies right under the radar because issues get resolved quickly and without any raised voices.s quick, consistent, and human — from first ping to final “thank you.”

Our blueprint for great customer experience:

Stay in sync

Cirrus keeps track no matter the channel – phone call, email, chat, social etc., so your agents always have the info to help, and the customer never loses their place (or train of thought), even if they switch channels!

Let automation do the heavy lifting

AI can handle the routine (aka boring) tasks like FAQs, customer routing and admin, so your agents have more time for the human stuff, like problem-solving with empathy and building relationships.

Turn feedback into action

Track sentiment in real time, spot where service dips and step in before issues grow, so you can keep customers happy and away from the ‘hang up’ button.

Guided customer journeys

From start to finish, customers are directed through the best steps to resolve their issue. AI will even detect when they’ve hit a dead end or got themselves stuck in a never-ending loop, and will set them back on track.

Always one step ahead

Using interaction and behaviour history, AI can anticipate what a customer needs next (sometimes even before they do!), whether it’s an update on their order or a reminder about an upcoming service.

Scale your service

Bring on new agents or AI support fast, without impacting what’s already working for your customers.

Better customer experience equals:

  • Happier customers that no longer have to repeat themselves or chase updates.
  • Shorter queues,fewer delays and fewer calls = more first-time resolutions.
  • A reputation that grows with customers sharing positive experiences.
  • Higher satisfaction scores and stronger loyalty
  • Agents who feel confident and equipped to do their best work.

How we’ve helped:

The CX challenge: An increase in customers led to longer queues and lower CSAT.
The fix: Automating repetitive tasks and improved visibility boosted agent productivity.

90%

Increase in CSAT

90%

Boost in staff productivity

46%

More interactions handled, with no extra headcount

Turn complaints into compliments

with better service for your customers, and your agents.

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