Your customers already expect seamless end-to-end omnichannel support
Whether it be via email, phone, online chat, messaging app – they want a quick and effective resolution to their issue. Your customers do not want to have to keep having to repeat themselves. Some of the most common challenges facing businesses are:
For Your Customers
- Today’s customers expect customer service to be easier, more convenient and faster
- Expect brands to know who they are and think of them as more than just a ticket
- Are unhappy if self-service fails and they still need to contact an agent
Key Stats
- 52% of consumers switch providers due to poor customer service and once a customer is lost, 68% do not come back
- Customers are willing to pay 4.5 times more for excellent customer experience versus a poor customer experience
For Your Support Teams
- Need to get every interaction right
- Strengthen customer relationships in an increasingly digital and self-service world
- Strong relationships help build loyalty, higher customer lifetime value, and advocacy — all positively affecting top-line revenue — or hurting bottom-line profitability
Key Stats
- 84% of companies aspired to be customer support leaders, but only 1 in 5 deliver good customer experience
- Every customer support interaction is 4x as likely to decrease loyalty as to increase it
3 main areas to target
Our expertise, experience and solutions will help you innovate and improve customer satisfaction and increase agent productivity—at any scale.
Reduce customer effort to improve satisfaction
Benefit:
- Customers get answers where and when they want (web, mobile, email).
- Reduce back-forth, and customer frustration.
Key metrics:
– CSAT score, positive ratings v negative ratings, benchmark
– Average Handle Time (AHT), agent touches
Reduce agent effort to improve performance
Benefit:
- Reduce time spent triaging.
- Ramp agents faster and maintain high productivity.
- More efficient, relevant, and personal customer interactions.
Key metrics:
– FRT, one-touch tickets, AHT, & agent touches
– Tickets backlog, reassignments, & solved
– ASAT & agent turnover
Innovate and scale to stay
ahead
Benefit:
- Scale your operations without increasing costs.
- Configure any workflow, and the agility to adapt with your changing business processes.
Key metrics:
– Implementation time
– TCO
– Payback
– Cost of maintaining current system