Technology solutions to automate or assist customer service interactions

Products

Automating and assisting customer service interactions across online, on-device, contact center, retail and social channels.

A suite of tools to help Customer Service Representatives diagnose and fix customer issues. Comprising context-based problem diagnosis and fix capabilities, Contact Center Tools are tightly coupled with specialist support knowledge to help agents better navigate the complexity of products and services and resolve customer issues quickly and accurately across multiple service channels.

Agent IQ

Automated problem diagnosis, fix discovery and data collection

Agent IQ uses advanced machine learning techniques and real-time data analysis to accurately diagnose a customer’s problem and present the most appropriate fix. Contact center performance is improved through more efficient customer interactions while the automated collection of call data dramatically improves call deflection strategies. More

Agent Expert

Empowering agents to deliver compelling customer service experiences

The need to deliver a compelling customer service experience has never been greater. Organizations must therefore prioritize their customer service investments in ways that reduce cost without compromising customer satisfaction. More

Social Media: Empath

Driving actionable intelligence and customer engagement from your social media traffic.

Social media platforms have become common vehicles for customers to talk about their brand experiences and share opinions. They’ve also become well regarded customer engagement and support channels, with many customers appreciating greater convenience. More

Things change too quickly for customer service knowledge to remain static

Kaas_webKnowledge as a Service (KaaS) offers a process for the production and ongoing management of support content for use across all customer service touchpoints. KaaS combines our core knowledge processes and systems to deliver relevant, evergreen knowledge to WDS customer service tools or existing, third-party support interfaces. An analytical approach to knowledge management ensures content is continually generated and refined to reflect the immediate requirements of our clients and new device or software launches. By understanding how customers are interacting at support touchpoints, how their support requirements are being managed and where expectations are not being met, we use analytics and transactional insights to drive knowledge creation and mitigate the risk of a knowledge deficiency damaging customer profitability. Key Benefits

  • Knowledge delivery mapped to support requirements and cost-to-serve metrics
  • Availability of device support assets from day of launch
  • Improved First Call Resolution and Customer Satisfaction
  • Knowledge consistency and common taxonomy across channels
  • Empowers Customer Service Representatives with validated knowledge assets

WDS Retail tools enable retailers to ensure that their customers can make informed buying decisions in-store and online.

Research has shown that the majority of customers don’t know what device they want before they visit a store. Without the appropriate guidance, there is a risk that customers will choose the wrong device for their needs, be it by following a trend or simply misunderstanding the device’s features or specifications. As such, qualifying customers’ needs remains an important part of the buying process. WDS Retail Tools enable retailers to help their customers choose a device and mobile plan that is suitable for their lifestyle needs. This reduces the risk of costly product returns and helps to safeguard customer satisfaction and longer term customer lifetime value.

Lifestyle Wizard

For a personalized retail experience

Lifestyle WizardLifestyle Wizard allows customers to choose what really matters to them by rating a series of options based on their lifestyle criteria. For instance, a customer can state that they use social networks every day, they are a frequent traveller and they don’t stream media very regularly; Lifestyle Wizard can then use this information to help the customer choose the right phone and plan to meet the needs of their lifestyle. More

Device & Plan Selection

Delivering a cost efficient retail experience

As mobile devices become more complex, with new features and capabilities being added all the time, customers find it increasingly difficult to make the right purchase decision. Wrong decisions can be expensive, driving unnecessary product returns and damaging customer satisfaction and longer term lifetime value.

Device & Plan Selection is an online tool that allows customers to better navigate this complex purchase decision, providing them with the information they need through a simple interface that enables them to compare and select the phone that best fits their needs.

More

40% of customers visit the web for help before calling; however 82% can’t find an answer to their problem. WDS helps its clients to overcome this challenge with a suite of self-care tools designed to help customers better manage their products and services across web and on-device (app and mobile web) service channels.

online self care

Online Self-Care

A set of tools that help customers find the right information, at the right time, to solve their issues quickly.

Providing critical and cost-effective customer support, Online Self-Care can help operators give customers access to all the information they need to assist them during their post-sales journey.

Comprising multi-media simulators, set-up guides, tutorials, over-the-air configuration (APN and email), diagnostics and fixes, Online Self-Care also features continually updated knowledge content on identified issues, call drivers and new devices.

More

Are you an operator with less than 3m subscribers?

Self-Care Express

For regional operators and MVNO brands.

Online Self-Care includes Self-Care Express, a knowledge service package designed and priced specifically for regional wireless brands and smaller operators and can be deployed on your website with minimal effort or disruption.

More

On-Device Self-Care

Dynamic self-care delivered through your customers’ mobiles

On-Device Self-Care is a powerful suite of tools that provide a personalized support experience through your customers’ own mobile; helping to reduce the cost for a care interaction by 98 percent.

It is immediately aware of the device and network it’s been installed on and personalizes help content to address known support topics. This ensures customers’ most likely problems are visible and immediately addressable, deflecting calls away from expensive contact center environments.

More

Things change too quickly for customer service knowledge to remain static

Kaas_webKnowledge as a Service (KaaS) offers a process for the production and ongoing management of support content for use across all customer service touchpoints. KaaS combines our core knowledge processes and systems to deliver relevant, evergreen knowledge to WDS customer service tools or existing, third-party support interfaces. An analytical approach to knowledge management ensures content is continually generated and refined to reflect the immediate requirements of our clients and new device or software launches. By understanding how customers are interacting at support touchpoints, how their support requirements are being managed and where expectations are not being met, we use analytics and transactional insights to drive knowledge creation and mitigate the risk of a knowledge deficiency damaging customer profitability. Key Benefits

  • Knowledge delivery mapped to support requirements and cost-to-serve metrics
  • Availability of device support assets from day of launch
  • Improved First Call Resolution and Customer Satisfaction
  • Knowledge consistency and common taxonomy across channels
  • Empowers Customer Service Representatives with validated knowledge assets

Request a demo

Complete the form below to request a demonstration of this product.