<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=155003228214399&amp;ev=PageView&amp;noscript=1">

Miele case study

"The expertise that Premier CX have when considering the customer's perspective is what has helped us to clearly convey our message". Mike Rixon, Head of Technical Management - Miele
chevron-double down-red

Miele's goals

  • Create a dedicated service to better support their customers
  • Reduce wait times
  • Increase awareness of relevant products and solutions
  • Promote the benefits of self-service / positive deflection (where appropriate)
chevron-double down-orange

Results

  • Customers choosing to self-serve online to help with their queries
  • Miele were able to identify key queries which kept arising
  • Resolved common issues by using FAQ videos to help customers
  • Customers now have a visual guide with clear instructions, at a pace that suits them
  • Customers are going online directly to find help - instead of calling
  • Call wait times reduced significantly, making their customers happier
  • More fulfilled agents
  • Brand reputation enhanced
  • 5,800 customers self-served in just 5 months
  • 16% reduction in relevant call volumes