Connected Experience 

Reduce costs & deliver a great customer experience with effective online self-service support. Improve support KPIs in weeks, not months.

Reduce costs by deflecting unnecessary support contacts
Unlock loyalty by reducing customer effort and improving NPS & CSAT
Ensure first contact resolution & shorter AHT with advanced agent tools
Differentiate with superior experiences in every support channel

Cut costs by deflecting unnecessary support calls

Over 60% of customers still call the contact center after searching for support online. Ineffective online self-service results in a high volume of avoidable support calls and frustrated customers.

By eliminating data silos and leveraging advanced analytics, we uncover friction and pain points that are pushing customers to your contact center.

Combining scalable in-house content production with advanced digital capabilities enables us to redesign ineffective support journeys in a matter of weeks. With real-time analytics, we gain immediate insights into what’s working and what needs further optimization.

With our clients, we typically achieve 20% call reduction on high call drivers.

Unlock loyalty by reducing effort & improving NPS & CSAT

With interactive tutorials, troubleshooters and any type of multimedia content, we enable customers to solve their support issues effortlessly. This improves loyalty & customer satisfaction.

By leveraging advanced analytics & AI, we identify underperforming support journeys, content gaps & other issues that generate negative experiences. With continuous testing and rapid optimization sprints, we are able to reduce effort, improve NPS & satisfaction.

Ensure first contact resolution & shorter AHT with advanced agent tools

Customers demand more of agents than ever before. With targeted onboarding and accelerated learning techniques, we turn new agents into experts in no time. Providing agents with interactive crash courses & online tutorials for companies’ devices, apps and products reduces the time to competency and improves their experience.

By consolidating legacy systems into a single entry platform, our agent support tool, QelpCSR Excellence, tackles complexity. It makes it easier for agents to focus on the customer. Along with that, it equips agents with the right troubleshooters to resolve all common support issues.

Arming your agents with the right tools translates to reduced average handling time (AHT), fewer repeat requests, faster onboarding, higher employee satisfaction, and a lower attrition rate.

Differentiate with superior experiences in every support channel

Customers expect more from your brand than ever before. With the effortless experience becoming the new normal, anything else will disappoint.

By combining the feedback from online and offline touchpoints, we optimize the help & support site on an ongoing basis. We leverage advanced SEO strategies to maximize online self-service adoption and findability.

Regardless of the starting point or device in hand, we enable customers to solve their issues effortlessly. Optimizing content based on data and customer feedback enables us to deliver experiences that create lasting relationships with your customers.

About Intelligent Customer Experience (ICX)

Intelligent CX is an approach that connects systems, data, and teams to create a seamless customer experience from one brand touchpoint to the next.

Intelligent CX eliminates silos in your business and creates a system that is stronger than the sum of its parts. It reduces friction, building customer engagement, growing profits, and strengthening brand loyalty.