Reduce the amount of repetitive tasks agents need to handle with Visual experience, and free them up to handle more complex, value-added requests. Automation and Visual experience reduce the Average Handling Time per call as well, helping users quickly navigate through menus and solve their own problems without transferring between channels, platforms, or agents.
Enhances customer satisfaction by automating the customer service process. Automating the customer conversation enables self-service capabilities, streamlining and speeding up customer interactions and solving customer problems more effectively. Consumers hate dealing with tiresome customer service calls. For the third year in a row, self-service interactions have overtaken all other channels as customers’ preferred service channel, according to Forrester.
According to a report by Aspect Software, 73% of customers want to solve product or service issues on their own. In a world ruled by convenience and instant gratification, customers are used to being in control. They can easily find the answer to any trivia question with a simple Google search, and want to just as easily find the
According to the 2017 State of Global Customer Service Report, 54% of customers have higher expectations for customer service today compared to one year ago (that number jumps to 66% for consumers 18 – 34 years old). Companies can’t be complacent with customer service. Customers are
constantly expecting better, more intuitive customer service.
As technology keeps advancing and tech-savvy consumers see more convenience entering their daily lives, businesses must continue adding the same amount of convenience to their customer experiences to stay at the top of the customer service landscape.
A recent NewVoiceMedia survey reveals companies lost $75 billion in 2017 from customers switching to competitors due to bad customer service. This figure is up from $62 billion in 2016. As customers’ expectations grow, more customers are fleeing poor service for better experiences. It’s not enough to offer satisfactory products and services. If businesses want to keep these “serial switchers” and increase customer loyalty today, investing in customer service needs to be a central commitment.
Consumers hate dealing with tiresome customer service calls. For the third year in a row, self-service interactions have overtaken all other channels as customers’ preferred service channel, according to Forrester. RPA & AI is the engine that powers self-service channels like Visual IVR or online digital conversation channels. With self-service, customers gain access to most of the options and activities they used to need live contact center agents for. They complete those 80% of interactions on their own using digitalself-service platforms. When these platforms handle interactions, RPA and AI bots take action and complete solutions as requested.
Conversa Visual is a service utilizing web apps and Robotic Process Automation (RPA) to instantly create an app-like experience for users on smartphones during call center voice interactions without the need to download any app. RPA handles the mundane repetitive tasks that make of the majority of the customer service calls. Our Visual IVR improves customer satisfaction while reducing costs by decreasing calls to live contact center agents.
Patented set of Machine Learning algorithms that enable Conversa.ai to continuously learn from data without relying on rules-based programming. Our Natural Language Processing (NLP) interprets customers' language and recognizes the customers intent (instead of relying on keywords) to provide meaningful, accurate responses and insights.
Most debt recovery activities are based on antiquated and obtrusive channels such as sending letters, calling repeatedly, home visits or providing a basic customer portal with no dynamic interaction. Cobranza Visual provides the next generation of debt collection. Cobranza Visual web-app solution offers self-service engagement 24/7, providing users with account information, settlement offers, and monthly payment alternatives. Intuitive visual menus create an app-like environment without requiring any download.
CXOutcome is a leading provider of CCM cutting-edge technologies and services, offering scalable solutions for B2C enterprise businesses of all sizes. Founded by Oscar Vazquez who has been a pioneer in the Customer Communication Management industry for the past 20 years.
Why not join our fast growing client base? Get in touch today to learn more.
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