Our focus is on delivering the best possible knowledge base for your customer service teams, all the way from retail through to the call centre and online. We provide a fully managed service, delivering up-to-date and relevent knowledge management through multiple channels, helping brands deliver a more effective customer experience while keeping a 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.
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.
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.
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.
Consistent Content
Delivery of consistent content across all channels ensure that customers receive the right information, however they choose to seek it out.
Answering Questions
Knowledge is power. Delivering knowledge quickly and easily to your customers will empower them and increase customer retention.
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.
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 experience and retention.
Agent Support
Surfacing up-to-date knowledge to agents, delivering consistent, accurate and effective support, first time and every time. Agent Expert increases first call resolution and average handling time.
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Self-Service
Online Care 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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In-Store / Retail
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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Conversational AI
BotExpert is a Knowledge as a Service solution that merges contact center technology with our knowledge base. Enabling automatic troubleshooting and support for customer’s questions.
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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 we can do to empower your business?
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