NCP Help Centre delivers the service image

NCP Help Centre delivers the service

Improving relations and customer service delivery with an intuitive new Help Centre

Imaginet have developed the NCP for over 5 years now and we’ve seen the site’s revenue grow significantly in this time.

The latest area of the business we’ve focused on is how to help reduce the number of calls to the Customer Contact Centre.  This involved significant business analysis with the NCP CCC team to understand the main issues encountered by staff and how we could develop a solution that would help to resolve them on-line.

We developed a new admin feature in the back-office that would provide the CCC team with the ability to add, amend and categorise a range of questions and answers. The most popular questions could be featured at the top and then the rest shown with the various Topics.

When a user clicks to view the answer, they will also be shown other related questions in case the first does not answer their question and for continuous improvement, a ‘Was this helpful?’ link is given so that NCP can capture information on what they can do to improve their help centre.  

18 May 2018

Latest news

news image
Site launch

Never go to bed without a story - Late Night London website launch

news image
Site launch

ITSO website – promoting standards in transport

See all our news

Need something like this?

Say hi, or ask a question... or tell us about a new project. We're a friendly bunch at Imaginet, and we can't wait to hear from you. If you want to talk tactics, or pick our brains, or just hand us a brief, why not drop us a line or pick up the phone... we'll have plenty of ideas to share.

Lets talk

Your iOS version is under 9, please update your software for the best experience of our website