Provide your employees with the right tools to intelligently handle customer requests and give a superior customer experience
Empower your organisation to provide the best customer experience for exceptional customer outcomes
The customer service landscape is changing. Self-service, personalisation and omni-channel communication options are all becoming crucial in giving a superior customer experience and growing customer loyalty.
The impact of automation can have profound effects on productivity and the customer experience. AI and robotics can help deliver the promised benefits of improved customer experience, customer analytics and business intelligence.
If a customer has a poor experience with your customer service organisation, they are likely to stop doing business with your company altogether.
This focus on customer loyalty is all about the customer experience and the revenue generated from happy customers. According to Business.com, returning customers spend up to 67 percent more than new customers. And when you consider the high cost of marketing to acquire new customers is on average, 6 to 7 times more expense than retaining customers, focusing on customer retention makes financial good sense.
The power of implementing a Customer Service CRM strategy
Of consumers expect businesses to offer an online self-service support portal
Of consumers expect personalisation as a standard of service
Reduction in call, chat or email inquiries when implementing chat bots
Provide consistently exceptional customer experiences
Exceed customer expectations by identifying and removing barriers that inhibit a seamless, positive brand experience
Personalise Your Service
Consistently exceed customer expectations by leveraging AI insights to proactively resolve issues before customers are even aware of them. Leverage self-service tools like chat bots to personalise the customer experience and generate cross-sell and upsell opportunities.
Empower Your People
Increase customer service agent productivity by automating routine inquiries. Leverage AI to dynamically guide customer service agents to the right action and improve cross-company collaboration to close cases faster with an increased first time resolution rate.
Unify Your Technology
Simplify planned experiences through a 360-degree view of the customer journey. Enable AI-driven data processes with insights built on a unified data estate. Drive innovation and enable an agile support model to optimise staffing and allocate resources appropriately.
Single View of a Customer
AI & Insights
Personalise service with single customer views
Use omnichannel capabilities and interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more
Create a single, consistent and unified service experience even if a customer’s case is transferred between agents or across channels.
Deliver value at every touchpoint and personalise every interaction with a 360-degree view of each customer’s journey.
Quickly offer the most appropriate knowledge articles using relevance search
Empower your teams with enhanced productivity tools
Intelligently route cases by topic or channel and automatically assign cases to the agent best equipped to resolve the case
Optimise agent performance and improve customer engagement by analysing operations and interactions, sentiment intelligence, and supervisor experiences
Measure and act on customer feedback submitted via surveys after every service engagement
Empower agents to be more productive and make smarter recommendations using contextual data
Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts across job functions and locations
Unify technology to get more from your data
Build a single source of truth and make better business decisions
Reveal insights from your data with AI when compiled in a single secure location
Use the Common Data Model to ensure that customer service agents are referencing the same customer data across all business processes and apps