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.
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.