The new digital consumer demands a different experience of service from companies. The customer hopes to resolve by himself as much inquiries as possible through the tools and information the company offers, in a quick and easy way. When some assistance is required, the consumer expects the information to be consistent across all contact channels.
To meet consumers’ expectations, companies must have solutions which allows them to offer this experience. The most important element of multichannel service systems is based on Knowledge Management, as this information is the basis for self-service options for customers and for the answers provided by the agents in the different channels.
IZO is an expert in multichannel customer care models and in the implementation of Multichannel Interaction Management solutions (Customer Interaction Management). Knowledge and solutions implemented by IZO allow:
Web Self Service
To implement advanced models of self-service web. Thanks to the leading solution’s functionality in the market, it is possible to design a better self-service experience that maximizes the resolution of customer contact without assistance and therefore their experience and satisfaction.
The knowledge base can also be applied to agents that manage personalized customer interactions in any channel, offering accurate, current and easy access information for a more efficient and effective care.
Self-service interaction can also be managed by a Virtual Assistant system that generates a care conversation experience to the customer from automatic contents of the knowledge base.
The advanced features of a Knowledge and Selfservice System include improvements such as result suggestion based on customer interest, natural language, guided assistance levels to information, integration of external contents, contextual widgets with smart searches, results, etc.