First Direct case study
"It’s clear that customers are watching our content, and the video is having a positive impact on contact centre call volumes. The continued success of these videos by Premier has led me to investigate further uses of video on the First Direct website.” - Mark Greenaway, First Direct
First Direct's goals
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Promote FAQ/knowledgebase resource for online registration through engaging digital content
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Humanise the chatbot experience, using employees to “tell the story”
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Boost employee engagement
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Create an agile model that could be easily changed to reflect new products and services
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Uphold First Direct values
Results
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12% reduction in calls related to online registration
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Improved CSAT scores
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30 videos integrated into knowledgebase
