“One of my concerns was the ability of a team in the USA to understand and respond appropriately to our UK enquiries. This has been a bit of a revelation for us, and has been an interesting one to watch. On reviewing Some of the transcripts, I felt they were a bit overly friendly and some of my colleagues felt the same.
However, what has transpired is that our customers respond really well and as a result, the majority of chats are more engaged and offer more information than our previous solution. So the lesson for us has been that customers may initially be a bit reserved, but in the face of genuine enthusiasm and friendliness, they relax and have a much more productive chat.
I am looking forward to working with the Gubagoo team over the coming year so, we can further enhance our customers experience whilst improving our conversion rates.”