Limitless, the UK-based inventor and provider of a SaaS platform offering AI and crowd sourced customer service solutions announces that it has successfully concluded the first phase of a Voice of Customer (VoC) programme with leading credit card provider, NewDay.
The advanced VoC programme uses Limitless’ soon to be launched Crowd Feedback solution to easily capture valuable customer feedback and drive key product improvement. NewDay, a financial services company with over 5 million customers across the UK, invites its customers to enrol on the Limitless app. Customers are tasked with conducting tests on a range of products and then provide feedback, in exchange for cash rewards. All feedback is channelled to NewDay’s customer support and product teams to accelerate service improvements and generate fresh ideas for new product development.
The VoC programme was launched with NewDay customers using Aqua and Amazon MasterCard credit cards. Both cohorts are providing vital feedback that is fuelling product and process changes.
Francesca Rea, Director of Customer Service and Service Delivery says, “Our company vision is to help people be better with credit. We put our customers at the heart of whatever we do, and the Ambassador programme is very much in the spirit of what we believe in. We’re delighted that this has opened new avenues for us to connect with and reward our most engaged customers.”
“As a business, we are focused on delivering innovative credit products; timely customer feedback is critical as it accelerates our speed to market and allows us to stay ahead of competition. We will continue to work with Limitless to explore new ways of capitalising on the knowledge, experience and brand passion of our customers to improve our service offerings for everyone.”
Megan Neale, COO at Limitless says, “We’re delighted to have partnered with NewDay to bring this VoC programme to fruition. The success of this project is testament to the wide-ranging scenarios of crowd sourcing. We truly believe that the skills and passion of engaged customers can benefit all businesses in various ways – from on-demand customer support, to product feedback to pre-sales support.”
“By allowing customers to play a key role in shaping its product portfolio, NewDay is already way ahead of the game. This programme will ensure NewDay is always delivering services aligned to customer needs while staying ahead of market competition.”
With the success of the VoC programme covering its Aqua and Amazon MasterCard customers, NewDay is looking at expanding the partnership to cover other key products and service areas.
Limitless is disrupting the customer service industry by enabling organisations to crowd source customer support. Limitless helps brands find, manage and reward ‘Crowd Service® Ambassadors’. These are the brand’s own existing loyal customers and employees – who use a simple app to answer questions posed by other customers and receive a reward for resolving them. They can dip into the app at a time and place which suits them. They can answer as many, or as few, customer queries as they like. Limitless calls this Crowd Service®.
All over the world companies are seeing customer service costs spiral and the traditional customer service model is struggling to cope. Limitless addresses some of the biggest challenges faced by the contact centre industry – low pay, high attrition and access to new talent. Limitless’ Crowd Service® platform enables companies to attract and reward highly skilled freelancers, providing amazing service to others at a significantly reduced cost. For more details visit www.belimiless.io
NewDay is a leading UK consumer finance provider, specialising in the Near-Prime and Co-Brands sectors of UK credit card market. As at 31 December 2017, NewDay had approximately 5.3 million customers. Of these, 4.2m customers hold co-branded credit and store cards offered in partnership with a number of the UK’s established retailers including Amazon.co.uk, Arcadia Group, Debenhams, House of Fraser, Laura Ashley, and TUI UK & Ireland. 1.2m customers hold Own-Brand credit cards, operating across the aqua, marbles and opus brands. NewDay utilises its extensive customer knowledge of the Near-Prime and Co-Brand sectors to develop products and services that evolve in line with customer’s needs and promote long-term customer relationships.