New customer experience ambition

Using innovative digital tools to deliver frontline services

The challenge

As Covid drove a surge in customer demand, Blackburn with Darwen Borough Council had to rapidly adjust their customer experience approach. To deliver more online services, they needed to harness the full power of Liberty Converse, our omnichannel contact centre, to reduce pressure on staff and enhance customer experience — with no additional resources.

Rapidly adjusting customer experience approach

Blackburn needed to move to delivering more online services, while making the most of their existing Liberty Converse features to pinpoint areas of customer friction, and make changes to enhance the customer experience and reduce pressure on staff.

“It’s gone down really well. 99% of the feedback is extremely positive because we can call them back within a couple of hours, so our customers are very happy.”

Ross McQueen

Customer Services Manager, Blackburn with Darwen Borough Council







happy customers

The solution

“This is something other authorities will need to do. Customers just want an answer. They don’t want to be read a script. We route their calls directly to the department and provide a comfort message. This makes sense because our team are professionals, not just call centre agents. However, you still need discipline on how well a call is handled – how soon it is answered, and the nature of the call – and the system allows us to manage this.”

Ross McQueen

Customer Services Manager, Blackburn with Darwen Borough Council

The result

  • 78% web-assisted interactions
  • More capacity to handle complex queries
  • Multi-skilled, multi-channel agents
  • Better reporting
  • 24/7 service with callbacks
  • Chatbot-enhanced automation for routine queries
  • Improved control across one platform
Driving better customer experience

In future, Blackburn with Darwen will gather more feedback from residents to provide input into their service design. Their Liberty platform has allowed them to handle greater volumes of calls and also focus on exactly what customers are asking for.

Delight your customers

With a powerful fusion of self-service automation and human interaction while empowering your teams with the essential tools for exceptional service

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