They were dealing with large volumes of customer queries that were at irregular hours and with a huge range of questions about the care of clients' kids as well as the common questions around what to expect and how to make sure their experience was smooth.
In addition, to the normal challenges, we had the impact on the sector of the lockdowns and the pandemic in general and reacting quickly and effectively to this was really important.
Supporting and answering high volumes of queries at the most difficult time for this sector was key to this client as they needed to maintain a dialogue with the customers, when they were not able to open and needed to run on a skeleton team.
The challenge also included the fact that they had multiple sites and locations that has a mixed of common and localised information.
With the conversation changed and the focus on dealing with the changing messages and the changing environment.
Roley (the help bot) enabled them to cope with these queries even with a tiny team stretched across the whole group of locations.
This allowed them to still maintain information and for the clients to get their most pertinent queries dealt with.
We continued to maintain dynamic support for the group over this time and keep their message current whilst we came out of the pandemic and their team was back in place.
This whole service allowed the team to spend the time with clients that needed a complex query dealt with.