Challenge
- High frequency of calls for help with simple repetitive tasks
- Lack of analytics / insight into call drivers
- Single, less efficient channel for customer support
- Customer frustration and low satisfaction impacting loyalty and retention
Solution
- Implement speech analytics to understand call drivers – short and long
- Launch chat support and automate simple, repetitive interactions via chat bot/automation
- Use journey analytics to analyze customer interaction data across silos, uncover and fix issues, optimize experiences and drive desired behaviors
Expected Outcome
- Increased customer satisfaction
- Increased efficiency of agents
- Reduced calls and shorter AHT
- Improved first call resolution
How we built the solution.