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.
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.
Things change too quickly for customer service knowledge to remain static
Knowledge 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.
- 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
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.
The industry blueprint for innovation in the contact center
We’ve all had ideas that we believe will deliver greater value to customers or improve operational efficiency.
But putting these ideas into practice can be risky. Even gathering enough data for a business case can be tough. That’s why WDS, A Xerox Company has pioneered Care Lab.