There will always be a point at which some digital customers need to transition to a physical channel. With smart channelling you can identify high complexity and high value customers and use skills routing to put them through to the correct agent, in the most effective channel.
By building a digital engagement policy built around customer profile, enquiry and the context of their question, you can quickly guide your most important customers into the business in your preferred contact channel, including voice, chat and email forms.
By understanding when customers really need 1-2-1 support and answering those questions quickly you’ll be able to keep customers happy and returning whilst controlling the cost of contact.
To Win at Big Data Understanding Context is King
Natural Language Processing NLP technology allows your customers to speak in their own voice. Understanding customer query and the intent behind it, NLP removes the effort from customer search and quickly connects them to the content they are looking for. Paired with Nanorep’s patented Contextual-Answers™ technology, customers are paired with 1-2-1, relevant content based on profile and product.
This granular view of the customer journey is captured and recorded in our customer experience and struggle analytics suite, opening up a new level of Voice of the customer VoC analytics to your Big Data strategy and creating opportunity to win the Digital Customer Experience technology race.
It’s the question being asked to every CIO and for good reason. Chat bots are already beginning to drive the future of digital customer service and support and will form an important corner stone of the future digital customer support channel mix.
The Nanorep platform features advanced support chat bot integration which provides a consistent, conversational support presence in your messaging channels. Speak to your customers in the popular messaging platforms they already know and love whilst providing a two way conversational dialect with your customers. Reduce effort as your customers try to complete tasks by completing actions on their behalf and quickly transition to support agent when a 1-2-1 interaction is necessary.
Through the use of Natural Language Processing to understand the flow of the conversation, we allow you to focus on great content to help complete tasks and keep your digital customers engaged and happy.
Virtual Customer Assistance Speak to your customers in real time… All of the time!
The digital customer has evolved and so has the experience they expect when visiting brands online. From product discovery to post sale support, customers expect the journey to be quick, intuitive and effortless.
Our virtual customer assistant tools allow you to connect with your customers at any point of the journey and provide a low effort, rich content experience which guides them through tasks, reinforces brand adoption and deflects needless contact from finding it’s way into expensive support channel.
With smart rechannelling rules, you can choose how and when customers with real need are then brought into your support centre and ensure that the digital customer experience is engaging, efficient, relevant and productive.
Guide the Journey With interactive step by step guidance
Have you ever felt like it would all be a little easier if somebody would just show you how? Our step-by-step journeys guide your customers through repetitive processes to help them learn and retain information whilst completing their tasks.
Forgotten passwords? Changing user settings? Adding promo codes? Virtually any repetitive user task can be turned into a guidance to provide a rich customer experience whilst deflecting unnecessary contact from reaching your support centre agents.
Interactive guidance is digital customer engagement on rails, why not contact us for a free, no obligation demo to see how it could affect your customer engagement strategy.
Contextual Guidance Provide 1-2-1 digital customer experience
Create effortless digital customer experiences by providing relevant, context based answers to your customers. Using Nanorep’s patented Contextual-Answers™ technology you can deliver specific 1-2-1 content to both customers and internal agents which is engaging and guides users to task resolution.
Using cognitive Artificial Intelligence AI at its core, our virtual customer assistance solution provides an effortless and natural interaction with the customer which uses their own profile and product preferences to craft a unique journey full of relevance.