{"id":5782,"date":"2023-03-17T07:43:00","date_gmt":"2023-03-17T12:43:00","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=5782"},"modified":"2023-03-16T16:45:02","modified_gmt":"2023-03-16T21:45:02","slug":"tech-talks-customer-experience-platform-lowers-costs-by-42-on-average","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/tech-talks-customer-experience-platform-lowers-costs-by-42-on-average\/","title":{"rendered":"Tech Talks: Customer experience platform lowers costs by 42% on average"},"content":{"rendered":"

\"CloseTo 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.\u00a0Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers.\u00a0Our Tech Talks blog series offers a snapshot of these educational<\/em>\u00a0sessions.<\/em><\/p>\n

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.<\/p>\n

The company turned to one of our trusted partners, a leading\u00a0customer experience (CX)<\/a>\u00a0solution 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.<\/p>\n

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.\u00a0During a recent meeting with our\u00a0technology advisors<\/a>, 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.<\/p>\n

Provider overview<\/h2>\n

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\u00a0quick-service restaurants. This supplier has earned recognition from Gartner (honorable mention in Gartner Magic\u00a0Quadrant for Customer Service)\u00a0and 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.<\/p>\n

Featured offering: AI-powered customer experience platform<\/h2>\n

This CX solution \u2013 which includes a chatbot powered by artificial intelligence and on-demand access to a network of high-performing customer service agents \u2013 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.<\/p>\n

The customer experience offering helps companies achieve the following results:<\/p>\n