To serve as a trusted advisor to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.
An educational technology company had trouble with support team staffing since demand fluctuated considerably depending on the season. Leadership wanted to find an affordable solution to improve support staff scalability, lower the amount of customer effort needed to resolve issues, and tackle routine inquiries so human agents could focus on more complex requests.
The company turned to one of our trusted partners, a leading customer experience (CX) solution provider, for an intelligent chatbot and on-demand access to human customer service agents. Our partner crafted a bot that could detect intent, answer frequently asked questions, update orders, automate refunds, and route issues that needed human attention to live agents in the solution provider’s 24/7 customer service network. By automating mundane and simple tasks and supplementing the client’s in-house customer service staff, our partner’s CX offering decreased internal agents’ digital ticket workload by 37 percent and lowered costs by 32 percent per resolution.
If you want to rein in spending while improving customer and employee experiences, you should explore the possibility of working with the same solution provider. During a recent meeting with our technology advisors, this supplier’s sales team discussed the main benefits and features of their CX solution. Here’s a summary of the key details to help you make a well-informed purchasing decision.
Since 2017, this Tennessee-based supplier has sought to help businesses go beyond “good enough” customer experience and contain operational costs without sacrificing service quality. They serve enterprises across various industries, including e-commerce, retail, software as a service (SaaS), financial services, and quick-service restaurants. This supplier has earned recognition from Gartner (honorable mention in Gartner Magic Quadrant for Customer Service) and received numerous awards, such as a silver Stevie Award for sales and customer service, a BIG Innovation Award, and a Business Intelligence Excellence in Customer Service Award, among others. Notable clients include The North Face, Chegg, Yeti, Burger King, and Allbirds.
Featured offering: AI-powered customer experience platform
This CX solution – which includes a chatbot powered by artificial intelligence and on-demand access to a network of high-performing customer service agents – combines the best elements of bots and automation (cost savings, scalability, speed, and convenience) with the capabilities of human agents (increasing conversions, making decisions, empathy, and personalization) to achieve fast, caring and effective customer service.
The customer experience offering helps companies achieve the following results:
- Lower costs, with clients saving 42 percent on average compared to what they spend on their previous bots and business process outsourcing partners
- Streamlined interactions, with customer effort lowered by 50 percent
- Better CSAT (averaging 4.8/5 for all interactions)
- Elimination of backlogs with the always-on, AI-powered network
- Increased customer engagement across all channels and at all hours of the day
- Freedom from expensive hiring and training processes
Our trusted advisors would be happy to help if you want to explore your customer experience solution options. With our extensive technology experience, vast partner network, and access to advanced tools, we can streamline the shopping around process, saving you dozens of hours you would have otherwise spent researching and vetting suppliers on your own. Our advisors can generate objective matrices showing how your options compare side-by-side. On top of all that, with our price parity guarantee, working with us won’t cost you more than going directly to the solution provider.
Lay the foundation for better customer experiences today by calling 877-599-3999 or emailing firstname.lastname@example.org.