Customer engagement. Just the way it should be.
We are all very comfortable with the use of technology in our own everyday lives; constantly striving to find that product or that piece of software that will revolutionise our lives, saving us time or money. So, should the workplace be any different? Technology is constantly adapting and this year, as a result of Covid-19, we have seen companies rapidly deploying digital technologies which are transforming the business landscape forever. According to McKinsie, we have seen a technological leap of anything up to seven years, especially in customer and supply chain interactions and internal collaboration.
In order to remain competitive in this new business and economic era, businesses require new strategies and solutions to orchestrate change. Business leaders are now recognising their technology as a critical component of the business, not just as a source of cost efficiencies.
Now is the time to put customer experience back at the forefront of company ethos and to do this, we must evaluate the ways in which customers choose to interact with a business. It is estimated that 70% of customer engagements start on a smartphone and 46% of consumers prefer to interact with a business using a message facility, highlighting that businesses need to provide more than the traditional voice channel to service customers. As a result of the pandemic, contact centres have been overloaded and wait times have soared astronomically, pushing some companies to adopt a chatbot facility to help relieve some of the pressure. It is estimated that 80% of enterprises are looking to introduce this facility within the next two years. However, we have all experienced the frustrations that a chatbot can bring, when it doesn’t provide us with the correct solution to our problem. So how does a business leader facilitate technology adoption in order to fulfil these needs? Koopid!
Intuity Communications has formed a partnership with Koopid.ai, to take your contact centre and customer experience to the next level, with next generation AI-powered seamless self-service journeys that incorporate natural language and visually rich user interaction. Koopid’s “no code”, cloud-based solution elegantly overlays existing contact centres and integrates with many of the market leaders, to deliver seamless transitions from AI driven customer self-service journeys, to live human assistance via voice and chat. And no need to rip and replace your existing solution.
Koopid’s powerful AI and machine learning solution, connects siloed channels to deliver a secure and continuous, uninterrupted experience to customers, meeting them at their preferred channel and at their desired interaction pace. All customer interactions are transparent and persistent across all channels (voice, chat, digital self-service, IVR, chatbots) enabling personalised customer interactions and increasing agent productivity. Koopid transforms contact centres by effortlessly converging intelligent automation with human touch, across the channels that your business needs. We can all empathise with the frustrations of being passed from agent to agent, department to department and having to recite the same account details every step of the way. Koopid removes this barrier by intelligently transferring all relevant context across call handling systems, enabling a business and a customer to engage in a consistent conversation.
A Koopid solution is so easy to adopt and manage. Its quick deployment enables you to “go live” in hours, consolidating voice, chat, IVR, self-service and chatbots into a single paradigm. Its multi-modal GUI interface engages the user by blending smart and dynamic interfaces, conversational AI and live agent interactions. By orchestrating experiences across all channels, you are able to curate consistent, personalised and empathetic experiences in real-time. Koopid automates steps that are more accurately and speedily executed by a virtual assistant, providing personalised self-service workflows on mobile, web, chat and voice, thus reducing the volume of time agents spend on repetitive tasks. Live Assist enables conversations to switch between virtual assistants and agents, without losing context. Perfect for when a human touch is critical during customer resolutions and may alter the way that customer feels about your brand, product or service.
A Koopid solution will put your business in the driving seat to offer an unparalleled level of service to your customers, resulting in elevated brand reputation and employee productivity, both of which will give you the stepping-stone to delight and to sell more to your customers.
Written by Julia Bunting