Natterbox

“The whole project of replacing such a crucial part of our architecture was a potential headache, Natterbox made it easy. The implementation went smoothly and the Natterbox team were on-site to deal with any potential problems”

““It was a very professionally led project, with a lot of business understanding. Everyone was really helpful and the deployment team left us feeling confident.””

“Natterbox is a flexible and adaptable solution. We were able to customise it to meet our business needs and get full visibility on our calls.”

““ If you’re considering rolling out AI, I think you need to do it. The world of AI is moving so quickly. Partnering with someone like Natterbox, who’s who has that same focus and that same goal as us is really important.””

““By integrating their advanced AI technology into our existing Natterbox voice platform, we’re transforming how we engage with customers — delivering faster, more accurate, and truly personalised experiences. It’s not just about automation, it’s about intelligent customer interaction that scales effortlessly with our business. This is a game-changer for us — enhancing efficiency, reducing cost, improving satisfaction, and setting a new standard for customer communication.””

““As a business that has huge growth ambitions, our partnership with Natterbox is enabling us to realise that opportunity. From the very start, it was obvious to us that Natterbox had their finger on the pulse. Having a partner who’s out there servicing customers and actually within this industry is absolutely fundamental. My view is absolutely that as a business now that if you’re not embracing artificial intelligence, you will be left behind.””

“Natterbox is exactly the sort of business we need to work with to maintain our relationships with our audiences while we’re still growing.”

“A lot of other providers made us feel like we didn’t have enough scale or volume to justify the level of experience and engagement we needed. Natterbox doesn’t care about how big you are; the service we received was exemplary from day one.”

“The impact has been transformational for our business . We’ve been able to radically simplify the way our agents access customer and therapist data. Previously we had to use several apps to pull all the information together. This takes time and can be disheartening and frustrating for both the agent and the person at the other end of the phone. With Salesforce and Natterbox, we’re able to fix problems much faster thanks to the integration between phone and CRM.”

““If you are a customer experience leader and you’re hesitant, my advice would be to start simple. Just pick one simple, repetitive pain point and let the AI handle that. Try to adopt a mindset of progress over perfection. You do not need a flawless, complicated system to go live. You just need a very simple one that you can tweak with feedback and measure easily.””

““It was a sigh of relief when we had our first call triaged through AI. Listening back to that call, the way the AI interacted and the way the customer interacted, it was bliss. It worked perfectly well. All my worries were put to bed. Everything’s working, and we can now ramp up steadily.””

““Our team are loving the fact that they’re getting a lot more information upfront.””

““The daily morale of our human agent has been impacted positively, essentially because AI removes the frustration of a cold handoff. When a call requires a human agent, the AI produces a live summary so that when the agent gets the call, they don’t have to ask our members to repeat themselves. They get right into what they do best: create value, build a rapport, and finalise that booking.””

““We’re a firm believer that even if handle time is increasing, our CSATs need to be maintained. So even though this is a positive story, we’re seeing handle time decrease and the CSAT has maintained. Some months it’s actually higher than our target state. That’s a positive all around.””

““We are on track for the 30% deflection goal by the end of the year.””

““One of the things I really liked about the Natterbox implementation was that we did not need to involve our technical teams in the setup. The Natterbox team did all the heavy lifting.””

““We don’t want our customers going around a rabbit hole of AI. So it’s really important that when the customer really needs us, the agent is there on the other side. That smooth transition worked really well for us.””

““When the Natterbox team said it would take six weeks to implement and go live, I was taken back by that. Based on previous times we’ve done this with other platform providers, it has taken almost up to a year to get to a foundational state. Within six weeks, we were able to go live in the UK. And when we had our first call triaged through AI, it was bliss. It worked perfectly well. All my worries came to bed.””

““We’re really happy with Natterbox. From conception through to deployment, we’ve found them to be extremely supportive, knowledgeable and friendly to work with.””

“We’ve achieved a lot with Natterbox… but I see the future as being really in our hands… As our systems and our data improves, the scope for extending Natterbox AI agents beyond price and availability is significant. You know, technical advice, back order information, delivery information, all that type of thing is the next step in the chain for us.”

“I was really surprised by how easily our customers adopted this AI Agent. It really didn’t get a lot of pushback and the numbers continue to grow. We’re now able to offer a twenty-four-hour customer service solution as part of a self-service model.”

“The results were way beyond my expectations. I wasn’t expecting anything like the level that we did achieve. We chose Natterbox because they’re native on the Salesforce platform… It’s a mature product and it was plug and play with our existing infrastructure.”

““Natterbox’s AI Call Coaching has been instrumental in providing clear insights into our agents’ performance. It not only validated our gut instincts on individual rep strengths and areas for improvement, but it also helped track empathy levels during high-pressure periods, like renewals. The product has allowed us to understand team trends over time, which has been crucial in making informed coaching decisions.””

““The main reason we went with Natterbox was the ability to query our database and route calls according to the service line, providing detailed reporting and improving our overall efficiency. This has been a huge win for us in terms of ROI and customer experience.””

““Overall, the feedback since we made the migration to Natterbox has been really positive. Natterbox is very agile, very driven, ultimately very committed to setting up our journey with the platform for success.””