Customer Service 360°

Overview of Customer Service 360°

The race to own customer experience is on! Companies are recognizing the importance of delivering a user experience that makes them stand out from their competition.

If there is one distinction to be made between companies who have loyal customers and those who struggle to retain customers, it would be the speed of customer service. Today’s customers don’t just expect excellent services, but they demand it. To offer such a user experience, one needs a modern consolidated platform to manage and solve all the customer queries at one place.

Customer Service 360 is one such platform which provides omnichannel support for customer queries from different channels like email, website, twitter, facebook, and phone calls.

The app is missioned to have the majority of cases resolved automatically with zero agent interaction, 30% of cases through faster solutions recommendations by the system, and thus letting agents working on more complex problems.

The app continuously learns and improve itself to serve more using AI driven Insights and automate resolutions, thereby freeing up agents for high-value interactions.

Targeted Market Challenges

Agents do not have complete visibility into information about entitlement, service level agreements, and customer satisfaction scores.

Frustrated customers found existing channels to register their complaints and queries non-intuitive and complex resulting with a lot of negative feedback customer reviews on the company website.

Existing channels were time-consuming & costly as well as difficult to navigate & utilize as they lacked context about customer problems.

Risk of broken communication due to multiple channels of customer communication on a single case.

Customer agents had to navigate to multiple central systems to retrieve customer data to reply back to the customer to, prolonging the customer handling time as well as customer waiting time and thus poorly affecting customer experience.

Manual documentation of customer communications, emails, lack of customer consolidated view thereby creating a broken and disconnected view of a customer and its historical problems.

Lack of auto-decisioning, auto-replies and auto-assignment thereby each case assigned to every case agent and they had to filter and re-assign cases to the right case agent based on the best expertise.

How Appcino's Customer Service 360° Impacts

Improved Customer Experience - Customers can reach via multiple channels like website, mail and whatsapp , i.e easily accessible by Customers Hence improved customer experience, and remain competitive in the market.

Reduced Time & Cost - With connected claims operations, customer service reps have single view of all customer touchpoints, Also Customer reps are armed with the knowledge base on each case record to allow them to look for right info at first place! Hence saves a lot of cost and time.

Personalised claim adjuster dashboard to enable them to get on the claims immediately as they are assigned, resulting in faster turnaround time & increasing customer experience.