REMOVE CUSTOMER FRICTION

We don't just solve customer pain points repeatedly, we proactively investigate your processes upstream to understand why your customer needs to contact you at all. We assess interaction root-cause across the complete customer journey with a view to minimise or eliminate the need for a service experience with your brand.

• Upstream Root Cause Analysis

• Prioritized Solutions Matrix

• Failure Demand Elimination

GAIN FRONTROW CUSTOMER INSIGHTS

Our digital experts are literally in the front-row seat, interacting with your customers on a daily basis. They're trained and motivated to think independently and innovate together. We use a crowdsourcing approach to aggregate this knowledge and leverage these insights to further assist them and your business to optimally serve and delight your customers.

• Aggregate Front-Line Insights

• Ongoing Best Practice Optimisation.

LEARN FROM YOUR CUSTOMERS

Through multimedia analytics, our digital experts are equipped to provide performance reporting on your brands top twenty customer intents. These insights not only assist to identify customer friction, but quantifiably measure the effectiveness of new CX initiatives, and offer opportunities to grow your customer share of wallet. We think like a business owner and use analytics to build business cases with demonstrable returns on investment to drive and project manage improvement initiatives to optimise the customer journey.

• Customer Intent Insights & Reporting

• Prioritized Sentiment & Emotion Analysis

• Including Video, Image, Speech & Text

BENEFIT FROM TECHNOLOGY & HUMAN FUSION

We don't view contact centres as cost centres, but rather as an opportunity to simplify, innovate and grow our clients business with every customer interaction. Our philosophy is that humans and technology don't just co-exist, but are natively fused to deliver the most superior experience, which ideally means no contact centre service experience at all. As we deliver these results, we create bandwidth for value activities that can deliver significant returns and accelerate customer growth.

• Contextual Education to AI Systems

• Human to AI Knowledge engineering.

• Self-Service Journey Optimisation.

PROVIDE CUSTOMERS THEIR CHANNEL OF CHOICE

We ensure that your customer touchpoints across all channels are interconnected to create a seamless customer journey and experience. We help our clients move from multi-channel journeys, and with our suite of insights, we optimise these touchpoints to drive efficiency for every customer interaction across every channel.

• Digital Channel Playbooks

• Voice Deflection / Optimisation

• Seamless Customer Journeys