Group Customer Experience Platform Specialist role
- Hiring Organisation
- DFS Furniture Ltd
- Location
- Doncaster, South Yorkshire, Yorkshire, United Kingdom
- Employment Type
- Permanent
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, customer drop-off points, agent-handover data, etc. Use insights to refine flows and improve customer experience … improvement. Ensure all bot and IVR flows are fully documented, including architecture and reasoning. Data, Insights & Continuous Improvement: Use article ratings, search behaviour, and performance data to refine content and self-service strategy. Analyse low CSAT/BSAT scores and identify changes to improve customer experience and clarity. Collaborate ...