We meet customer goals, not just close tickets.
A closed ticket doesn't always mean a satisfied customer.
£84.99 refund in customer's account
Return received, refund processed
Customer confirmed funds received
What the customer wanted, and what they actually got.
One of the biggest causes of customer dissatisfaction is the gap between what the customer wanted to achieve and the resolution they actually received.
At Neos Wave, we focus on closing that gap.
Every interaction measured against the original goal.
- 1
Capture the goal
We record what the customer wants to achieve, not just what they asked for.
- 2
Resolve
Our people and our AI work the query as one service.
- 3
Rate it
A Resolution Confidence rating shows how well we've met the goal: red, amber or green.
- 4
Act on it
Red or amber comes with a next action, such as following up with the customer.
Simple to read. Clear on what happens next.
Red
Goal not met. We act now.
Amber
Resolution given, goal not yet confirmed. We follow up.
Green
Goal met, or a suitable alternative agreed. Safe to close.
We don't consider a query resolved until we've achieved the customer's goal or found a suitable alternative.
Because great customer service isn't about how many tickets you close. It's about how close we get to delivering customer goals.