Reduce Support Costs While Improving Customer Experience
Deploy rapid experience design and content creation at scale. Future-proof support with continuous optimization.
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30%
Call reduction on
high call drivers
85%
Problem Resolution
Score (PRS)
50%
Increase in
NPS
SERVICES
Uncover Insights by Deconstructing Your End-to-End Journeys
Merge siloed systems and implement advanced analytics that tracks complete customer journeys instead of single touchpoints.
- Identify support journeys that drive avoidable contacts, effort and negative NPS.
- Deconstruct the call/contact handling process for major call drivers.
- Uncover potential areas for automation and call deflection opportunities.
- Get a detailed overview of your current support and success rates.
SERVICES
Impact Your Support KPIs With an Optimization Roadmap
Merging data from customer touchpoints and focusing on the end-to-end customer journey is a great start. But it isn’t enough.
- Turn insights into an actionable optimization roadmap.
- Outline the precise initiatives to make an impact on your support KPIs (e.g. contacts and cost reduction, automation, AHT reduction, NPS increase).
- Identify the initiatives that could deliver a disproportionate impact in the first 3 months.
SERVICES
Rapid Experience Design
By bringing together experienced design teams and technical experts, we leverage the best practices to redesign underperforming customer journeys.
- Transform high impact support areas and relaunch improved end-to-end experiences in a matter of weeks.
- Ensure new journeys are continuously streamlined with ongoing testing.
- Gain immediate insights to real customer journeys with real-time analytics.
SERVICES
Content Creation at Scale
With content expert teams around the world, we’re able to create unparalleled content in terms of high quality, scale, and time to market.
- Turn complex instructions into simple, step-by-step tutorials.
- Build intelligent troubleshooters that diagnose complicated problems and provide easy, often one-click solutions.
- Generate user confidence with content that resolves issues on the spot in 85% of the cases.
- Ensure content is easy to find and easy to use – designed mobile-first and with the best SEO strategies.
SERVICES
Future-proof Support With Continuous Optimization
For online support to remain effective, drive ROI and customer satisfaction, it needs ongoing adjustments, driven by data and customer feedback.
- Speed up optimization efforts with advanced analytics and AI.
- Improve support findability; audit and continuously optimize content with advanced SEO strategies.
- Eliminate self-service abandonment with top usability.
- Turn friction to flow by filling in content gaps.
- Continuously improve self-service success rates.
Get a Free Optimization Report
Test Your CX
Understand how your website can be optimized. Discover pain points that drive up effort and negative experiences. Turn your customer experience into a sustainable competitive advantage.
Get a Free Optimization Report
Test Your CX
Understand how your website can be optimized. Discover pain points that drive up effort and negative experiences. Turn your customer experience into a sustainable competitive advantage.
