ENGAGED INTERACTIONS TO EASE CUSTOMER EFFORT
Sales /Service / SMS chat / Contact Centre agent notes provide insights on customer’s effort to do business with the firm.
Smartphone assistants analyze various data including user’s usage patterns, day-parts, geo-location, most often used apps, to anticipate their needs and expectations and thus deliver personalized suggestions even before the users ask for it. The assistants are designed to offer users a seamless interactions with their devices, seek information or execute commands.
Similarly, customers are looking for engaged interactions with Organizations on various fronts, be it to answer their queries, address grievances, resolve requests / complaints, provide specific inputs and updates. Currently, various touchpoints do strive to deliver, but every manager knows customer requests are not time bound and can come up 24/7.
Call centres and retail branches are equipped to address all sorts of queries 24X7 thus increasing expenses. Many of the high volume, simplified queries do not require expensive agent interaction, rather customers can get real time automated responses through self-service assistance. We make this possible with Robotic HelpdeskSM
Streamline Process to Improve Customer Experience
Operational data can shed light on transactional behavior, log data, resource utilization and financial performance, which can be used to create consistent, seamless and quality experiences.
Infomediaries’ core business is to provide “actionable insights” across different data sources and electronic reports. A major challenge in fulfilling the core promise is due to non-standardized manual tasks performed repeatedly by programmers, coders, data processing executives and analysts at shorter intervals. Robotic InsightsSM improves speed and accuracy of decision making for Managers by reducing data-to-decision timeline supported by state of the art automated clean data, reports, charts, analytic insights and recommendations. Further, this automation and data-to-decision synchronization reduces cost, eliminates the need for intermediate processes and provides greater bandwidth to focus on addressing customer service needs.
- Unpickle understands the dynamics of customer experience across various such touchpoints.
- Unpickle identifies specific business opportunity by each touchpoint for each customer.
- Managers can leverage Unpickle’s platform to assess the impact of customer experience touchpoints on profitability across Self-Service, Operating and Marketing functions.