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Resolver Inc. - Sales or Customer Service Solutions Technology Partner of the Year

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Resolver Inc, London, United Kingdom
Company Division/Group: Resolver Limited
Company Description: Resolver.co.uk is now the third-largest consumer rights website in the UK with an industry-leading dispute resolution platform. In 2017, we have helped over 1.5 million consumers to resolve issues. We help consumers and corporations to be more effective at raising and resolving complaints.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Sales or Customer Service Solutions Technology Partner of the Year

Nomination Title: Smart technology for better outcomes in customer complaints

Tell the story about what this nominated organization has achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

We are our clients’ Customer Service Technology Partner in helping our clients to more effectively manage customer complaints, which some industry estimates put at 30% of inbound calls.

Our clients experience:

-15% reduction in customer complaints
-45% drop in cases escalating to the Ombudsman for Resolver cases
-40% drop in cases raised through email (without channel shift)
-NPS score increase of 20% through the trust of associating with Resolver
-A 15% increase in customer outcome satisfaction and loyalty

Background:

We started 3 years ago in the UK as www.resolver.co.uk, and have become the third-largest consumer rights website in the UK with an industry-leading dispute resolution platform. In 2017, we have helped over 1.5 million consumers to resolve issues and we have helped consumers to recover over £750 million of issues for free. www.resolver.co.uk helps consumers to be more effective at raising and resolving complaints.

Businesses receive complaints from Resolver free of charge, however, Resolver also assists businesses to be more effective at managing and resolving customer issues and we charge for this service. This Resolver service for corporations was launched in early 2017.

Resolver helps businesses to understand how to deliver better resolution through insight and recommendations. When a consumer raises a case, Resolver delivers intelligent insights that will identify the severity of the incident, the socioeconomic group, geographical location, consumer emotion and then auto summarise their issue.

We have undertaken analysis of thousands of customer issues across all main market sectors and we have found some key tell-tale signs that customer services should be concerned about. We run this data through our AI engine using algorithms that we have developed to help predict complaint case outcomes.

For example, we have found:

-Short and non-emotional complaints are best handled through an immediate offer based on the customer profile rather than a back and forth asking for more information.
-If a case being raised is 30% longer than an average complaint and was written on a desktop in the afternoon during the weekend or first thing or last thing at night during the week, this case will need to be escalated.
-We see that 1 in 5 cases has an expectation of compensation or gesture of goodwill.
-The frequency of back spacing in the submission of a complaint has a direct correlation to the severity of the case.

In addition to intelligent submission, Resolver automatically benchmarks an organisation’s services against their market, best in class and key comparable services. Combined with automated root cause analysis, we help organisations to understand what they need to do and how they should deliver service improvement and change to their business. These are focused on driving service improvement to deliver better outcomes and better services for consumers. These efforts result in dramatically mproved customer retention and customer revenues.

A corporate license to Resolver has the following features and benefits:

Better consumer behaviour:

Avoidable complaints are deflected
Consumers have access to review their rights
Expectations are made more reasonable

Better corporate understanding of complaint:

Ability to predict which complaints should be escalated
Ability to triage complaints to appropriate incident severity and skill set
Ability to assess truth probability
Better Resolution outcomes
Best response
Best outcome
Customer satisfaction
Root cause assessment is automated

Using Resolver our corporate clients experience:

-15% reduction in customer complaints
-45% drop in cases escalating to the Ombudsman for Resolver cases
-40% drop in cases raised through email (without channel shift)
-NPS score increase of 20% through the trust of associating with ResolverA 15% increase in customer outcome satisfaction and loyalty

Without sounding too grandiose, our vision is to help businesses retain their customers through creating a better customer experience in the handling of their complaints. Better outcomes for customers will, in the end, help consumer markets become more effective.

http: //www.resolver.co.uk/

http: //www.resolving.uk/