Now you can support your customers in real time… All of the time.
Digital Customer Self-Service
Intelligent Customer Assistant for an Effortless,
Personalised Self-Service Journey
PERSONALISED, ENGAGING CUSTOMER SELF-SERVICE
Provide 1-2-1 digital customer self-service in real time, all of the time.
The digital customer has changed and so have the methods they use to speak to you. Convenience culture means that customers want to speak to you on any device, in any channel at any time, all of the time.
To meet the expectation of today’s digital customer you have to be flexible to your customer’s preferred channel and device choices, whilst providing an effortless and engaging user experience that keeps them coming back to you over your competitors.
What’s more, the digital customer wants a consistent experience, to be understood and supported regardless of how they communicate with you. The Nanorep platform allows you to reach your customers across your entire digital estate; desktop, mobile, messaging apps… You can provide a consistent single source of truth no matter where they interact with you.
With real-time conversational assistance, we help you to show you understand your customers by providing 1-2-1 content and actions based on user intent, profile and preference which lets them communicate with you in their own voice and quickly guides them to success.
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Intent based NLP quickly connects customer questions to relevant content
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Personalised 1-2-1 content ensures customers complete their journey
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Intelligent channelling to connect you with your high-value and high-urgency customers
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Replace static, un-engaging FAQs with a professional, dynamic knowledge centre to provide your customers a single source of truth
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Whilst on-page widgets provide discreet support at the point of sale ensuring your customers stay on page
CONTEXTUALLY RELEVANT PERSONALISED CONVERSATION
Personalised Journeys = Customer Success
Are you ready to treat your customers as individuals? Then consider a solution which provides 1-2-1, personalised digital customer self-service which understands customer intent and effortlessly guides the customer experience to task resolution.
Show your customers that you really know them by recognising user context including history, geo-location, preferences and more to provide specific, relevant, actionable content which guides your customers to success.
In the world of customer experience, context is king and 1-2-1 journeys = customer self-service success. Why not have a play:
THE BOTS ARE COMING
Conversational Chat Bots Across Your Customers Favourite Messaging Apps
A conversational chat bot solution which understands intent? Our chat solutions are powered by industry leading technology which allows your customers to speak in their own voice and receive precise, personalised and contextually relevant responses. Speak to your customers through a consistent, simple to use support chat bot solution across any of your customers favourite messaging apps and reduce customer effort in real time, all of the time.
Move away from pre-defined support scripts and speak conversationally with your customers with natural responses derived automatically from your businesses knowledge base, CRM and eCommerce CMS. By harnessing a combination of the Nanorep Contextual-Answers™ technology and proprietary Natural Language Understanding (NLU) algorithm, your customers can speak in their own natural language, be understood and shown to the specific information they need to complete tasks and make purchasing decisions.
Our conversational chat bot solutions allow you to focus on creating great content, not stale scripting. So you can carry on creating engaging content and relax in the knowledge that our chat bots will know exactly who needs to see it.
And of course there is more to explore.
Here are some of our other groundbreaking features:
Smart ChannellingNatural Language ProcessingConversational Chat BotsVirtual AssistanceStep-By-Step GuidanceContextual AI
Connect the right customer to the correct channel
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 Customer Experience technology race.
What’s You Chat Bot Strategy?
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 chose how and when customers with real need are then brought into your support centre and ensure that the 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 customer experience
Create effortless customer engagements 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.
CartAssist - Digitally excellent customer experiences
