Andrew Baylis

Head of Live Ops and Support Stuart

Andrew Baylis, Head of Liveops & Support at Stuart. South African born, based in Barcelona, Spain with more than 15 years’ experience in building and leading international Operations and Customer Support teams in banking, telecoms and logistics. Holds a computing degree from Huddersfield University UK, as well as being ITIL and Green Belt Lean Six Sigma certified. Following his motto "Everyday better" he focuses on efficiency and adding value to any business by improving stakeholder experience through automation and streamlined processes.

Day Two

10:00 AM Stuart Improves CX through Automation & Messaged Based Support

Andrew Baylis, Head of Live Ops and Support, Stuart

Max Klimmek, Global Head of Customer Success, Intercom

Owned by GeoPost, logistics company Stuart faced challenges with an increase in customer queries while maintaining the best customer experience. They needed a communication channel that was faster, more efficient, and more personal to help them onboard and support their customer base as they grew their presence across Europe. In this webinar, discover how the company overcame these challenges by implementing Intercom’s conversational support platform to deliver the best CX.

In a test with a B2C customer, 70% of customer queries were resolved with Intercom’s self-serve capabilities and Custom Bots
Saving over 88 hours per week and handling up to 90 chats per hour
Significant monthly costs savings by switching from SMS to outbound messaging

In Partnership With :

IQPC Home