17/02/23
This year at CTT, we have put forward a submission for the 2023 Modern Law Association’s Innovation of the Year Award. The award sought companies which could demonstrate a sustained success through a product or service launch, and provide a unique approach to solving complex customer problems.
We’re so proud of our submission; we’d like to share it with you!
The situation
CTT Group’s customer base always comprised of practitioners in law, finance, and estate planning, to whom we provide expert support and advice. However, in the recent years, we identified an issue with our customer services, specifically the time it took for consultants to receive answers to their enquiries.
Due to the technicalities of our specialisms, CTT experts receive questions daily from practitioners, ranging from guidance for new entrants to advice on complex cases. Consequently, our phone lines and email inboxes were inundated with many repetitive queries and required time-consuming, complex replies. Consultants had to wait up to seven days for the necessary information.
This problem posed delays and inconsistencies in our communications – a customer service issue that needed resolving.
The innovation
As CTT has an ethos of adopting the best use of technology, we identified Artificial Intelligence as a carbon-net-zero, long-term, digital solution. We created and implemented an innovative and secure AI chat service for consultants, something under-used in our industry, and we’re excited to announce that CTT’s AI chat bot has been nominated for the MLA’s Innovation of the Year Award!
CTT Adviser Chat is a twenty-four-hour service, drawing from a constantly growing database of over 900 questions and answers from our specialists. If Adviser Chat does not have an answer, users move to a live chat with a relevant CTT expert or, if out-of-hours, they are given a ticket and called back the following morning.
The transformation
CTT Adviser Chat has greatly transformed the customer experience for consultants and our internal business culture, saving time for all so that CTT’s staff and members can focus solely on the quality of their services.
From our previous SLA of a response in seven days, our current average response time on live chat is 1 minute 12 seconds if consultants have not received an immediate reply from Adviser Chat.
The success of these responses is reflected in consultants’ uptake of the service. Adviser Chat’s total number of users is over 2,900 and the number of questions asked each week is increasing at a rate of approximately 27%.
Helping our consultant-customers is now a much smoother and speedier process. Consultants have quicker access to expert advice and, in many cases, instant answers. They are no longer waiting on emails to be picked up or on lengthy, time-consuming replies. Adviser Chat is easily accessed through the CTT extranet as well as within CTT Legacy software. This means that consultants do not have to navigate away from these platforms to use Adviser Chat; it is already where they are.
For lesser experienced consultants, Adviser Chat is an invaluable training aid and technical support. Many receive immediate answers to complex questions, thus improving the speed of their services to clients as well.
Don’t just take it from us. Our users frequently comment on the speed and ease of using Adviser Chat:
- ‘My questions were answered well and within a short time’
- ‘very quick and helpful and personal’
- ‘simple, quick and can be used anywhere’
- ‘Answered straight away with clear advice’
- ‘Convenience. Prompt access to the department and specialist’
- ‘Questions answered quickly without having to email and wait for a response’
- And many more!
Looking forward to the awards show
Each year, the Modern Law Awards aim to identify and showcase the best practices in the ever-diverse, challenging and exciting landscape of law, and as a provider of professional advice for the law, finance, and estate planning services, CTT has successfully adapted to the changing landscapes and challenges in our sectors through digitising and simplifying our advising process. We are proud to be nominated alongside other innovative businesses within the UK’s legal sector, and will continue to strive for excellence in the services we offer.
Find out more about Adviser Chat and the other benefits of being a CTT member here.
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