Digital sits firmly at the heart of any successful customer engagement programme.
One organisation that’s actively putting this into practice is The BGL Group – a European financial and legal services organisation and the company behind leading brands such as Budget, Dial Direct, Bennetts and comparethemarket.com. Working closely with its technology partner Sabio, BGL Group operates an innovative ‘Hot House’ approach to accelerate innovation and digital channel take-up across the organisation’s multiple businesses.
The BGL Group was keen to investigate how additional contact options such as web chat and video chat could benefit customers. To ensure this, BGL asked its technology partner Sabio for support in bringing a number of new digital channels to market.
Sabio implemented its experienced multi-channel customer engagement technology team, taking innovative technology from initial proof-of-concept through to successful production-quality solutions ready for broader contact centre deployment.
- Successfully delivering additional channel options for customers, increasing productivity while also reducing overall customer effort levels
- Rapid delivery of live web chat solution for Beagle Street. Successful project and immediate customer benefits has led to further web chat projects with comparethemarket.com and other internal brands such as Budget and Dial Direct
- Piloted one of the insurance industry’s first commercial video chat solutions – for BGL’s Auto & General brand
- Helping simplify customer engagement processes for BGL, supporting commitment to differentiate through technology
Video: Impact of Consumer Technology Trends on the Contact Centre – BGL Group
Jayne Lansdell, Associate Director at BGL Group discusses how Consumer Technology Trends are impacting The BGL Group
White paper: Placing messaging at the heart of your Customer Engagement Strategy
At Sabio we understand the key role that operational messaging technologies such as SMS, webchat and social messaging play in impacting the CX.
White paper: Broadening Customer Access with the latest intelligent Virtual Assistant technologies
With 2020 looming, we’re now experiencing a race to create a single interface for the user – and the Virtual Assistant era is upon us
Video: Highlights: Sabio’s Disrupt CX 2019
Sabio's Disrupt CX 2019 in April addressed the challenges organisations face in responding to customer experience requirements.
Brochure: Digital Engage – Content Sharing
Often a customer process cannot be resolved during the first call. Subsequent interactions are usually required, whether by phone, email, or through other channels
Video: Hello, we’re Sabio
At Sabio we make sure your customer experience is brilliant, then stays brilliant.
Video: Presentations: The Art of CX
Sabio's Art of CX conference enabled guests to learn more about the critical User Experience and design aspects of customer engagement.
Case study: End-to-end delivery of core contact centre and communications technologies for Yorkshire Building Society
Sabio has worked with Yorkshire Building Society for over a decade, developing, implementing and supporting a best practice communications and contact centre infrastructure
Case study: Call Back Solution for Sage
Sage selected a web-based call back solution from Sabio, to provide customers with the choice of a call back when contact centre staff were unavailable.
Case study: Deploying intelligent live chat for Leeds City Council
Sabio recommended the LiveEngage live chat solution from LivePerson to enable the Council to deploy more personalised, human interactions online.
Case study: Improving the Customer Journey at DAS
DAS worked with Sabio to improve its Customer Journey through the implementation of a next generation customer contact infrastructure across mutiple sites