Automotive industry is one of the most competitive industries. A good knowledge management platform helps support teams for after sales services and enables your distributed sales teams with all information required for customer queries. Our knowledge platform enables you to create visually guided workflows for next best action to queries, and allows you to create a repository of all documents. Curate information and disseminate to users, making it easy to find at the right channel at the right time.
Apart from maintaining a knowledge base and channelizing it with knowledge management software, it is essential to upload user-centric and accurate information across all touch-points to aid the on lookers with solutions to petty queries. Consistent knowledge, bot and agent aid, and visual and augmented reality support helps consumers to find solution to their problems seamlessly thus running you high on a great NPS and CX score. Describing the use of equipment, etc can be sped up using KMS and CMS.
Self- service can help the customers to look for the solutions to their problems on their own. Example: fixing brakes.
Knowledge circulated must be consistent and available over outlets like app and website as articles and FAQs.
Data collaged at one place helps organization to provide timely assistance at a pervasive level faster than the query arrives.
Consumers contact agents as specialists in resolving the query so they must be well versed with problems.
Lesser self service portals, higher the call center tickets deck up as pending negatively impacting C-SAT and agent quality.
AI and AR based equipment usage support
Consistency across contact centers, branches & digital
Training and onboarding of skilled agent support
Drive digital CX for customers as well as agents
Interactive decision tree software resolves complex queries and simplifies customer interactions through a series of questions accompanied by multi-choice type answers. This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.
A ready repository of the organization’s knowledge can be created, filtered, updated, and accessed by the creator. The assignment of duties and responsibilities can easily be defined by the admin of the knowledge base. Since the knowledge uploaded is delivered on all touch-points, it is checked and approved by admin and super admin respectively.
It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.
With Artificial Intelligence on your side, build virtual assistants for customer engagement. AI Chatbots are more efficient and reliable to enrich digital experiences and power human-like exchanges between customers and your services. Chatbots, intelligent enough to pose as humans, allow customers to get right aid at right time.
In a highly dynamic environment as that of automobile, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure.
With self service enablement, it becomes feasible for customers to decide the mode of help. Consumers feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.
The role of and operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale counter too.
The onboarding of agents, in reality turns out to be one of the most crucial parts of recruitment. The agents with good communication skills are shortlisted and trained in accordance with organization’s workflow and knowledge aiming to achieve an even higher level of C-SAT & CX.
Majorly responsible for digital transformation of a company backed by robust strategy and planning; the efforts put into making of a website or an app engaging and interactive can reap conversions if it’s friendly and compatible enough for the search engine to crawl, read, and identify. As goes the popular say, “If it’s not on the first page, it just isn’t it.”
The consumers can reach out to you for both general and generic enquiry, help, and support through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident gives a fair chance to consumers for degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.