At WDS our focus is on delivering the best possible knowledge base for your customer service teams, all the way from front-line sales through to call centre and online care. Our suite of multi-channel knowledge management, product intelligence, consulting and mobile device management solutions help wireless brands deliver a more effective customer experience while keeping firm control of costs.

Key issues within the industry

Even the slightest deficiency or knowledge gap during a support interaction can damage customer satisfaction and even the lifetime value of a customer; driving product returns or service cancellations, increasing support traffic to a contact centre or eroding customer loyalty beyond repair. With customers now interacting over multiple channels, from a store visit to a tweet, the challenge is greater than ever before.

30%

Customers fail through self-service

Ensuring that customers can find the answers they search for will help to reduce the reliance on call centre support.

40%

Call types typically not represented

If your self-service offering is easy to use and comprehensive in scope, customers will have less need to rely on call centres.

20%

Call volume driven by self-service failure

Providing reliable and accurate help via multiple online channels can reduce call centre volume by as much as 20%.

Embracing opportunities

Our clients benefit from improved cost efficiency, cost containment and sales performance as well as enhancing brand engagement to drive a more connected, consistent and profitable customer experience.

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Consistent Content

Delivery of consistent content across all channels ensure that customers receive the right information, however they choose to seek it out.

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Answering Questions

Knowledge is power. Delivering knowledge quickly and easily to your customers will empower them and increase customer retention.

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Choice of Channels

There are so many channels available to today’s customers — we’ll ensure consistency and accuracy across all of them, all of the time.

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Great Customer Experience

Providing solutions quickly and easily will result in happy customers who are more likely to remain loyal to your brand.

Powerful solutions for great results

We are experts at delivering end-to-end integrated device knowledge solutions. We offer a suite of highly-focused solutions that can be taken individually or combined, all of which will deliver huge benefits to your business, both in terms of cost savings, customer satisfaction and retention.

Agent Expert

Surfacing up-to-date knowledge to customer care agents, to deliver consistent, accurate and effective support, first time and every time. Agent Expert increases first call resolution and reduces the average handling time.

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OnlineCare

OnlineCare is a web-based framework for fully managed self-service device support, providing customers access to all the information they need to assist them on their post-sale journey.

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Retail Expert

Retail Expert provides up-to-date information for in-store device sales and walk-in support triage. Make experts of your retail sales force so that they can demonstrate, sell and support with confidence.

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Device Intelligence

Identify and understand the capabilities of the equipment connecting to your network, from a database containing thousands of devices, each with up to 450 individual attributes.

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Device Management

Device Management allows the automatic detection of any devices on your network, so they can be automatically configured and updated with minimal effort on the part of your customers.

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Professional Services

Our team of experts in customer care, data science and software engineering are able to assist with any requirement you may have, including audits of customer care operations, custom reporting and bespoke software solutions. Contact us for more details.

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Discover why leading brands trust WDS

We have industry-leading products and services, with a proven track record of delivering excellence for our clients. Why not get in touch and see what WDS can do to empower your business?

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