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Second Nature

Number of employees: 84
Industry: Healthcare
About Second Nature

Second Nature exists to change minds about losing weight. Their app uses behavioural science to retrain your mind to make healthy choices automatically, so these stick in the long run. They don’t just look at what you’re eating and how much you weigh. They also look at your sleep patterns, exercise levels, how you regulate emotions, and other habits that impact the way you might be feeling. They pair you with a registered nutritionist who provides one-to-one advice and supports you in building new, healthier habits. They want to make losing weight feel easier; to make it feel second nature.

When it comes to customer support operations, Second Nature needs to be proactive in reaching out to members. Their Customer Support Associates need to be able to both answer incoming calls and make outbound calls. Second Nature is a very data-driven company that needs a comprehensive understanding of what tasks the Customer Support Associates are spending time on and how to use that data to enhance the member experience.
From Aircall to Cordless
Aircall was the first telephony platform for Second Nature. However after a while they realised that there were areas they wished to improve:

  • Reporting and data insights. Second Nature wanted to have better insights, even into basic things like average handling time by call type;
  • QA and CSAT. No tools supported Second Nature in controlling the quality of customer conversations.
  • Reliable and auditable call processing. It was important for Second Nature to understand precisely what happened on the call - which agents did it ring, who did and didn’t pick up, who hung up the call etc.
Many tools give you metrics, but with Cordless we can get insights.
Rebecca Vanstone
Head Of Customer Support at Second Nature
Visibility over the call’s path
One of the new features of Cordless is a detailed log of what happened with a call.

It allows managers to see how many CSAs the call had to go through before being picked up, which IVR path it took, and whether the call happened during or outside of business hours.

This helps with selecting calls for QA, understanding the context of the conversation and debugging IVR issues.
Transcripts out of the box
With all calls transcribed by default, a manager has a lot more control over which calls to QA. The manager doesn’t need to listen to the recordings anymore. Instead, they can search the transcript for mentions of certain words, then filter the resulting list by the length, direction and the CSA to select calls for QA.

And now, with the sentiment analysis feature in beta, the manager can select only the calls with a certain sentiment - negative, neutral or positive.
Internal user experience
Cordless aims to make the workflows of the CSA as frictionless as possible. Two features that help us achieve that are the integration with Intercom and the desktop app.

Second Nature uses Intercom as the main text-based support tool. Cordless integrates with Intercom to pull the caller data from Intercom when available. If a member's phone number is listed in Second Nature’s Intercom, the CSA will be able to see it when the member calls. Cordless also shows the CSAthe link to the Intercom profile of the caller.

The desktop app is an indispensable tool to keep CSAs’ workflow clutter-free without missing any calls.
24 November 2022
Luba Chudnovets