Consumers who have a bad first experience with an organisation tend to spend less with the company. Not only do they spend less, if an issue isnt resolved in the first engagement, there’s a good chance that they will go to another company all together.

Do you know how your customers feel about your brand? If you are not listening to and monitoring how customers feel about each interaction, how do you know if your customer experience is a positive one?

It is much easier to disappoint a customer than to satisfy one and unfortunately, unhappy customers are much more vocal than neutral or delighted ones. A bad customer experience decreases brand loyalty and easily tarnishes an organisations reputation.

Routing tasks and requests with SLA’s to the correct people and departments decreases response times. SLA’s ensure that employees are accountable for their tasks and will respond in the agreed upon times, incorporating transparency and openness.

AI-driven insights guide agents to the right actions and provides personalised services with a single interface. Insights can help continously improve your organisation while reducing costs to transform how you provide service.

More customers are expecting chats, chatbots, sms and other means of communication to be available to the on the platform of their choice. Supervisors get visibility and insights into the efficiency of employees and how they deal with customers.