Group Customer Experience Platform Specialist role
- Hiring Organisation
- DFS Furniture Ltd
- Location
- Doncaster, South Yorkshire, Yorkshire, United Kingdom
- Employment Type
- Permanent
information that supports self-serve, reduces contact, and improves overall experience. It manages the customer Help Centre, internal knowledge bases, and content used across chatbots and telephony flows. Working closely with subject matter experts and platform teams, the role keeps content up-to-date, consistent, and optimised for deflection while … while ensuring content is kept accurate, up-to-date, and accessible for customers and colleagues. Bot, Chat, and IVR Flow Management: Own and manage chatbot and IVR flows, including scripts, prompts, and architecture - Partnering with Technology teams when required. Analyse chatbot performance, including: containment/deflection rates, top unanswered questions ...