Move visitors to a self-service environment by putting content in front of visitors to enable them to find what they are looking for right away.
Gain customer insights by acquiring information from visitors without utilizing agent resources.
Improve satisfaction by providing your visitors with the fastest response to common questions without the need to engage live agents.
Increase live agent productivity. Because automation resolves simple or straight-forward inquiries, live agents are free to handle more complex queries or convert high-value visitors. Customers are quickly routed to different agent groups based on their specific needs and inquiries.
TouchGuides may use a combination of these purposes to achieve the client’s business objectives.
Filtering: filters between new and existing customers or out-of-scope inquiries
Routing: routes customers to agents with different skill sets
Product Selection: captures the needs of a customer and suggests a product that fits their needs
FAQ: provides common self-help information to a customer
Tutorial: educates customers on the tools and features that are at their disposal
Behavioral Targeting and Business Rules. Help consumers help themselves. Behavioral targeting identifies when consumers are struggling and business rules can proactively launch automated guides without waiting for consumers to go looking for assistance.
Flexible Design. Guides can be skinned to match your branding, while the flow of the guided experience can be tailored to meet the needs of simple or complex scenarios. As your business needs change, your automated guides can change.
Seamless Escalation. When they cannot find the answers they need, your consumers can initiate a chat session directly from within the guided experience. This avoids the need to open a new chat window where the consumer must re-orient themselves.
Intelligent Routing. Selections in guides route your consumers to appropriate agent pools, reduce frequency of chat transfers, and improve first contact resolution.