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73% of revenue gets based on CX performance of an organization

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Customer experience is a competitive differentiator when consumers are looking for an internet provider. With a large audience to cater to; each consumer sect having their own demands along with the ever-evolving technology, it is inevitable for any organization to be dependent on the knowledge management system.

ISP & Media Knowledge Management Process

Build your stake in your organization’s founding factors today

Digitization is the new normal and to join shoulders with this requires a lot of intense planning and management. A loophole in digital execution results in negative leakage in overall performance outputs. To prevent any such loss customers must be given solutions as soon as the problem arrives. Creating a satisfied customer paves the way towards scaling up business polarising it around a great NPS and C-SAT score.  

Some CX challenges faced by media industry

Crumbled Customer Experience

Through chat, text, SMS, or bot it is essential to keep customers updated about the validity of plan, etc and troubleshoot other queries.

Ineffective Self Service Portal

The customers prefer to solve petty issues on their own if the self-service portal is easy to use and provides quick solutions at hand to the queries thus arising.

Leveraging Agent Support

Complex queries require expert assistance to navigate towards solution. A good knowledge base and LMS is thus required to provide trained assistance.

Omnipresent Support Solutions

The consumers can contact organization via app, website, text, and call. Knowledge disseminated should always be updated and consistent.

Reduction of OPEX Cost

with long call center queues, the agent count too touches a higher end with increasingly pending tickets and reduced FCR and quality.

Our knowledge management portfolio for media & ISP

Cloud uploaded and managed organization data

Digital integration compatible tools and modules

Agent training and bulk onboarding software

Consistency across contact centers, branches & digital

Our modules

Decision Trees

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.

Knowledge Base

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.

Picture Guides

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.

Chatbots

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.

Benefits for

Agents

In a highly dynamic environment as that of networking and communication, 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.

  • Easy findability
  • Reduction in error rate
  • Reduce task multiplication

Customers

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.

  • Access information anytime
  • Avoid long hold & call queues
  • Digital Adoption of services

Operations Supervisor

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.

 

  • Lower AHT & Hold Times
  • Achieve SLAs
  • More productive agents

Training and Quality

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.

  • Faster training & on-boarding
  • Simplified feedback mechanism
  • Training & assessments for process knowledge

Digital Team

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.”

  • Drive digital transformation
  • Promote self service apps & website
  • Monetize through digital channels

CX Heads

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.

 

  • Achieve CSAT & NPS scores
  • Reduce OPEX at contact centers
  • Increase overall brand loyalty

Our expertise in industry driven framework

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