Delivering the digital future
and empowering agents

Our customer engagement hub minimises customer and agent effort, offering best of breed customer service no matter what the customer demand is. Whether it is web self-service or agent driven, we provide a superior connected experience and deliver both agent and self-serve best practices.

Our services

We make everyone instant experts through digitalisation, enabling customer self-serve no matter what their skill level is and empowering your first-line agents to resolve issues and answer queries that only 2nd and 3rd line support previously could.

Our tools have been given to novice agents with zero technical expertise and with only 9 minutes of training, 95% first call resolution was rapidly achieved by a leading network. The impact is profound: clients have reduced average handling time by 50% and have driven up to 80% of journeys into digital channels where customers are delighted to self-serve.

All tools are powered by the single-source-of-truth knowledgebase, ensuring consistency across all journeys and channels and driven by deep analysis of the real-world voice of customer for each sector.

Train agents

Our e-learning platform distills product and service knowledge into agent-friendly chunks with gamification and auditable tests to prove proficiency. Significantly reduce agent onboarding times and transform skills monitoring.

Personal training plans for customers

Most care is reactive – being there when your customer needs you. Very few companies consider proactive care – addressing knowledge gaps when the customer joins to provide a high-quality welcome to your service and reduce downstream calls, returns and NFFs.

High-quality reactive care

Our knowledgebases are best of breed – deepest and broadest with the most appropriate content to address differing customer and agent demands: concept videos, product simulators, product comparison, 3d models and many thousands of adhoc articles. Due to our deep understanding of the real-world voice of customer, we answer significant questions that others do not, making our knowledgebases highly effective. All this is supported by our natural language search to ensure customers and agents find the most appropriate answers 95%+ of the time.

Our knowledgebases cover many sectors. Whether you want an IoT customer experience, banking support, insurance customer care, cellphone customer service or general consumer electronics we have you covered.

We digitise the diagnostics journeys, providing high-quality troubleshooting which results in 74%+ repair avoidance and an 80% reduction in “no-fault found” cases; for every 100 customers that claim the product is not working, less than 26 ends up in a repair journey. We are confident that no-one else covers the breadth and depth of issues and associated fixes that we do – typically ten times more customer problems covered than any other tool.

All of this is omnichannel – our clients have transformed the options available to customers and benefited from 40% of repair journeys being moved into the digital channel, where the first time an agent is involved is in the repair centre. We have also reduced product returns by 6.5%.

If we do end up in a repair, trade-in or returns journey, we provide many ways in which the journey can be transformed to reduce costs and delight the customer, all of which are customisable according to your business rules:

  • Omnichannel – complete self-serve
  • Education as part of the resolution. Customer miseducation is the root cause of no fault found cases and a large driver for returns. It’s not just about technical fixes
  • In-built fraud and FMiP tests
  • Inventory, physical damage and liquid damage tests
  • A comprehensive mixture of on-device and off-device tests
  • Extensive next best actions ranging from upfront repair estimates and self-booked repair through to trade-in, insurance claim and ultimately an upgrade instead of repair
  • Extensive reporting to show you which service or products are failing and why.

Many companies have user journeys that move across many channels, many teams and are hard to track. Many journeys are complex, branching out according to business rules and some (e.g. a mortgage application) having multiple steps that run in parallel (e.g, legal checks and property valuation tasks).

Even getting the basics right is hard:

  • Ensuring process compliance: making sure every team is trained to make the right decisions and carry out the right steps across multiple systems.
  • Handoffs: ensuring the right information is handed to the right team and complying with data laws.
  • Tracking against SLAs and identifying where bottlenecks are occurring.
  • Tracking points in the journey where customers become dissatisfied (or delighted).

Getting it absolutely right is even harder:

  • Enabling self-serve. Traditional thinking says that we can only do this if back-end APIs exist. We can enable self-service for most of the user journeys even where legacy platforms are hidden from customer channels.
  • Automating tasks – automatically sending client communications at keys points in the journey, API calls replacing manual tasks, automated business decisions.
  • Data hiding – ensuring agents only see the customer data relevant to the task at hand and agent access levels.
  • Real-time management – having immediate views of the volumes and handling times for each user journey through your company and the ability to adjust processes in real-time.
  • Enabling AI chat so that it works effectively rather than just handing the customer to an agent.

LucidCX’s ProcessBroker does all the above, allowing a business user to design, monitor and manage any process in a codeless way. No dependency on your IT teams. Easy to implement. All in real-time.

User journeys such as automatic email management, troubleshooting, complaints management, form capture and validation, interactive agent process guides and more can be built in minutes, not months and without any internal IT costs.

All of these powerful tools and content are meaningless if customers and agents cannot readily access them. For example, it has been well established that if a customer cannot find what they want near-immediately in digital channels, they will give up and go elsewhere.

In addition to the more traditional interfaces such as agent desktops and customer websites, we also seamlessly fit into AI chat, agent web chat and provide natural language search capabilities so that no matter what how the customer approaches you, the right answers are immediately to hand.

Our services

We make everyone instant experts through digitalisation, enabling customer self-serve no matter what their skill level is and empowering your first-line agents to resolve issues and answer queries that only 2nd and 3rd line support previously could.

Our tools have been given to novice agents with zero technical expertise and with only 9 minutes training, 95% first call resolution was rapidly achieved by a leading network. The impact is profound: clients have reduced average handling time by 50% and have driven up to 80% of journeys into digital channels where customers are delighted to self-serve.

All tools are powered by the single-source-of-truth knowledgebase, ensuring consistency across all journeys and channels and driven by deep analysis of the real-world voice of customer for each sector.

Train agents

Our e-learning platform distills product and service knowledge into agent-friendly chunks with gamification and auditable tests to prove proficiency. Significantly reduce agent onboarding times and transform skills monitoring.

Personal training plans for customers

Most care is reactive – being there when your customer needs you. Very few companies consider proactive care – addressing knowledge gaps when the customer joins to provide a high-quality welcome to your service and reduce downstream calls, returns and NFFs.

High-quality reactive care

Our knowledgebases are best of breed – deepest and broadest with the most appropriate content to address differing customer and agent demands: concept videos, product simulators, product comparison, 3d models and many thousands of adhoc articles. Due to our deep understanding of the real-world voice of customer, we answer significant questions that others do not, making our knowledgebases highly effective. All this is supported by our natural language search to ensure customers and agents find the most appropriate answers 95%+ of the time.

Our knowledgebases cover many sectors. Whether you want an IoT customer experience, banking support, insurance customer care, cellphone customer service or general consumer electronics we have you covered.

We digitise the diagnostics journeys, providing high-quality troubleshooting which results in 74%+ repair avoidance and an 80% reduction in “no-fault found” cases; for every 100 customers that claim the product is not working, less than 26 end up in a repair journey. We are confident that no-one else covers the breadth and depth of issues and associated fixes that we do – typically ten times more customer problems covered than any other tool.

All of this is omnichannel – our clients have transformed the options available to customers and benefited from 40% of repair journeys being moved into the digital channel, where the first time an agent is involved is in the repair centre. We have also reduced product returns by 6.5%.

If we do end up in a repair, trade-in or returns journey, we provide many ways in which the journey can be transformed to reduce costs and delight the customer, all of which are customisable according to your business rules:

  • Omnichannel – complete self-serve
  • Education as part of the resolution. Customer miseducation is the root cause of no fault found cases and a large driver for returns. It’s not just about technical fixes
  • In-built fraud and FMiP tests
  • Inventory, physical damage and liquid damage tests
  • A comprehensive mixture of on-device and off-device tests
  • Extensive next best actions ranging from upfront repair estimates and self-booked repair through to trade-in, insurance claim and ultimately an upgrade instead of repair
  • Extensive reporting to show you which service or products are failing and why.

Many companies have user journeys that move across many channels, many teams and are hard to track. Many journeys are complex, branching out according to business rules and some (e.g. a mortgage application) having multiple steps that run in parallel (e.g, legal checks and property valuation tasks).

Even getting the basics right is hard:

  • Ensuring process compliance: making sure every team is trained to make the right decisions and carry out the right steps across multiple systems.
  • Handoffs: ensuring the right information is handed to the right team and complying with data laws.
  • Tracking against SLAs and identifying where bottlenecks are occurring.
  • Tracking points in the journey where customers become dissatisfied (or delighted).

Getting it absolutely right is even harder:

  • Enabling self-serve. Traditional thinking says that we can only do this if back-end APIs exist. We can enable self-service for most of the user journeys even where legacy platforms are hidden from customer channels.
  • Automating tasks – automatically sending client communications at keys points in the journey, API calls replacing manual tasks, automated business decisions.
  • Data hiding – ensuring agents only see the customer data relevant to the task at hand and agent access levels.
  • Real-time management – having immediate views of the volumes and handling times for each user journey through your company and the ability to adjust processes in real-time.
  • Enabling AI chat so that it works effectively rather than just handing the customer to an agent.

LucidCX’s ProcessBroker does all the above, allowing a business user to design, monitor and manage any process in a codeless way. No dependency on your IT teams. Easy to implement. All in real-time.

User journeys such as automatic email management, troubleshooting, complaints management, form capture and validation, interactive agent process guides and more can be built in minutes, not months and without any internal IT costs.

All of these powerful tools and content are meaningless if customers and agents cannot readily access them. For example, it has been well established that if a customer cannot find what they want near-immediately in digital channels, they will give up and go elsewhere.

In addition to the more traditional interfaces such as agent desktops and customer websites, we also seamlessly fit into AI chat, agent web chat and provide natural language search capabilities so that no matter what how the customer approaches you, the right answers are immediately to hand.

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