Blog by Andy Stevens
Customer Self Service in the Low Touch Economy
5 min read
Automated Support- Anytime, Anywhere, Any way
Our focus on User Experience (UX) – both for customers and service agents – delivers reduced customer churn and lower operating costs. Our solution provides self-service excellence and service automation, via the channel of the customer's choosing, coupled with an enhanced agent experience.
The Self Service Hub complements existing technology and improves the customer experience by offering customers new ways to engage with brands via the most engaging portals, with conversational chatbots and AI-driven knowledgebase. Integrated back-office data support provides real-time notifications, personalised responses and a true single customer view.
Give your audience the choice to solve their problems quickly and accurately with a range of content types (Articles, Videos, forums etc.), discoverable via powerful search algorithms available across many channels.
Automate customer enquiry responses with an integrated conversational chatbot that represents your brand persona and brings added flexibility for Customer Service operations responding to peak pressures.
Smooth handover of complex customer queries from the chatbot to the agent with the correct skills - handled within a common interface no matter the customer channel (e.g. Web Chat, Messenger apps and Social Media DMs).
Boxfusion's User Experience team ensure customers have a seamless and engaging experience on your support portal, on desktop and mobile. We deliver enhanced customer satisfaction throughout the digital service journey.
Easy and rapid to deploy digital triage module which enables businesses to automate online triage processes to direct customers quickly to the right content and channel for their enquiry.
Your customers are diverse, your service shouldn’t be any different. Native provision is available across all common languages for the full-service solution.
Our UX design process hones the portal and self-service experience for quick issue resolution, meaning happier customers
We've enabled businesses to deflect up to 75% of level-one queries allowing service teams to focus on complex queries
More self-service, fewer calls/emails, results in big savings in operational costs
Bring real-time back office data to agents' and customers' fingertips - for improved CSAT scores
Help your agents work faster and more efficiently, bringing further operational cost savings