Case Study: MYOB achieves consistent customer experience with daisee

MYOB increased sales conversion and CSAT score by 22% with insights from Daisee

MYOB, a Australia and New Zealand-based provider of tax, accounting and business services for more than 1 million customers, wanted to deliver a consistent experience across every customer interaction while staying compliant. Daisee helped address the challenge of time-consuming manual quality reviews, limited call coverage, and missed opportunities to improve customer retention and sales effectiveness.

Daisee implemented its AI-powered quality management and speech analytics solution, including the Programmable Scorecard™, to automatically review 100% of customer interactions in near real time. This gave MYOB faster, more accurate coaching insights, improved compliance, increased customer satisfaction, and stronger agent performance, while also helping pinpoint high-performing salespeople and lift conversions. MYOB is now rolling out Daisee more broadly using the Essence module to uncover call drivers and emerging trends.

MYOB

Steve Targus

Contact Centre Manager