Revolutionising Customer Experiences
Do you already have a Call Centre? Then you already have FAQ’s so you are already in the perfect position.
There is a growing demand now from citizens to be able to interact real time 24/7/365 convenient to their life style and choice of time to want and do their business. This expectation is putting a lot of pressure on businesses and service providers. The expectation cascade is not unique to the private sector and Central Government departments as well as Local Government departments are also in the service expectation vision of users.
The demand for service provision via messaging apps provides a strategy to use Inform 360 “Smartbots”, creating a private channel with your users. This approach using what is seen as the emerging role of artificial intelligence in business and service provision is getting traction and evolving quickly. The service build is fact based and provides clear information and interactive engagements which are easy to use and non-judgemental. With over 90% of web site enquiries being the same the Inform 360 “Smartbot” provides the ideal solution, answering in seconds rather than 10 working days for mail or 24 hours later by email.
Key aspects of the service build that are viewed positively are:
- Mobile technology combined with affordable on demand computing power
- Clear and simple customer engagement – simplifying and personalising the customer experience
- Natural language processing
- Form link and completion assistance
- Customer feedback
- Advance notifications
- Advice and information relevance provision
- Chat line support filter prior to agent requirements
- Lower development times combined with quick and easy enquiry handling
Inform 360 “Smartbots” can make interaction and enquiry handling simple and easy to use and improve the customer experience. This in turn increases the channel shift migration from traditional contact methods such as telephone and open email and is delivered at a more competitive price ratio to enquiry and subsequent resolution.
Data can be easily integrated in CRM programs which will keep your citizens returning to this method of communication and engagement and reduce the stresses on your traditional contact routes.