NCS The Challenge is the UK's leading charity that strives to build a more integrated society. It works on a local level to bring people together from all ages, ethnicities and backgrounds to connect communities.
Until recently, the organization relied primarily on staff expertise to handle, escalate and respond to any incoming enquiries via email, telephone and SMS. However, with programme attendance growing every year and the number of enquiries steadily increasing, staff struggled to respond to requests for information. Slow response times were putting people’s willingness to participate in the program at risk.
NCS The Challenge recognized the need to modernize its customer service strategy to ensure the young people’s community received accurate and consistent responses to every enquiry.
By working with Transversal it implemented a knowledge solution that enables visitors to its website to self-serve. The cognitive knowledge solution has resulted in visitors having their queries resolved first time and has reduced pressure on staff. Overall customer satisfaction has improved. Download the case study to find out more.