Mazaru2019-01-22T16:20:44+01:00
Fuze UCaaS

Helping brands wisely reduce customer contact, increase sales and improve satisfaction.

Wise, intuitive, agile, problem-solving, collaborating, brilliant communicators.

Mazaru help brands to wisely reduce customer contact, increase sales and improve satisfaction. They aim to improve the customer experience across voice, digital and written contact channels through the application of TOV (tone-of-voice) know-how, consumer insights and CX design expertise. With over 250 clients across various sectors, Mazaru have multi-language capability, and their solutions embed improvements for the long-term. 

Optimising contact & channels

CX experience design, communications & content strategy, consulting, training and managed services.

How it’s done:

Blending service design know-how, consumer insights and communication expertise to empower your customers and customer-facing teams.

CX environments

Channels Mazaru Optimise

All customer service touchpoints including chatbots & virtual assistants, digital content & online FAQs, bills, letters, emails, SMS, social media chat, webchat, IVR and human-to-advisor call handling

Virgin Holidays Logo
Avios Logo
Talk Talk logo
Nectar Logo

ROI, outcomes and results-driven

Virgin Holidays  — IVR: sales opps to agents up by 30%

Avios — Webchat: CSat up by 10%

Nectar  — Calls & Webchat: CSat up by 12%

TalkTalk  — IVR & SMS: Calls to agents down by 10%

Customer Success Story: Avios

Boosting webchat CSat by 10%

“A 10% rise in CSat overall is a great result and our advisors now feel more confident and are supported in developing their webchat skills.”

Head of Planning and Operations at Avios.

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Customer Success: Nectar

CSat scores up 12% and continuously improving.

“Hard ROI for behavioural change initiatives can be difficult to achieve. The results for this programme speak for themselves. It’s one of the most effective things we’ve done to increase our key CSat measure.”

Managing Director at Nectar.

Solution:

  • Contact strategy & principles geared to increase CSat, on-shore and off-shore
  • Soft skills training with gamification and approaches to ‘learn by doing’
  • QA model defined

Results:

  • Tone of voice activated in every day calls and webchats
  • Consistent comms approaches in calls and chats, on and off shore
  • Engaged front-line teams – scored training at NPS of 80
  • Customer satisfaction up by 12%
  • Embedded soft skills – 18 months on, scores continue to improve!

Customer Success: Virgin Holidays

Streamlining IVR to get 30% more sales calls through to agents.

“The project results show an all-time high for scores for hold music, ease of operation of our IVR, and ease of navigation since we started measuring NPS — a great result!”

Continuous Improvement Manager, Virgin Holidays.

Virgin Holidays Logo

Solution:

  • IVR call-flow & dialogue streamlining
  • Reducing customer frustration, time and effort
  • Voice talent & hold music aligned to brand
Virgin Holidays Logo

Results:

  • Sales call hang-ups dropped to all-time low of 2%
  • Sales opportunities to agents increased by 30%
  • Boosted NPS and key IVR metrics

“The best we’ve ever been.”