Sigma Connected
Sigma Connected offer outsourced client services for businesses dealing with complaints or onboarding of new clients. We have partnered with them on a number of projects to support their marketing activities to increase revenue globally.
What we did
The Ask
This project was to demonstrate the fact that AI services are great but when things go wrong, you sometimes need a person at the end of the phone who actually cares about your problem, can listen to the non-standard, and offer solutions with empathy.
Sigma’s operators are human and don’t rely on a script. They wanted a video to get this message across.
The Approach
Our suggested concept was one that focuses on an emotional, authentic demonstration of the power of human connection, particularly when it is supported by technology.
We felt a good method to get this across was to present an example phone call that goes from an unhappy customer to someone that is reassured and cared for – all within 60 seconds.
We hired actors to engage in a voice call with a real Sigma customer service advisor. We drew up a very loose start, middle and end and then allowed them to improvise in order for the output to feel genuine. Over this we incorporated footage that represented the life of the caller.
We delivered 3 videos which featured:
- a single mother who was fearful her gas supply would be cut off after she hadn’t received child maintenance.
- An older gentleman who was suffering from memory loss and couldn’t find his bank account details to pay his bill.
- A man who was expecting a delivery ahead of an event he was holding, but the item hadn’t arrived on time.
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