Customer Success Automation
More than two-thirds of consumers value the company's experience over its products and services. Even yet, year after year, problems such as difficult onboarding, support requests, and expired payment cards contribute to an increase in churn and a decrease in client retention rates.
In reality, terrible customer service or a negative customer experience costs businesses around the world $62 billion annually. Customer Success Automation, on the other hand, can quickly remedy most of these poor encounters.
Simply put together, LotusBudh Customer Success Acceleration is beneficial to organizations since it will:
- minimize corporate expenses,
- shorten client wait times,
- and eliminate human error so employees can work on more important, time-consuming projects.
- Build a community for customer to self help and gamification
The following are some of the things that a Financial Transformation may help with:
- A single window to manage customer conversations via email, chat, phone, social media, and your website; easily reply and follow up.
- Your website, SaaS product, and mobile app should all include a knowledge base and user community to assist consumers easily discover answers.
- Use AI-powered assistant, to triage support tickets, evaluate customer sentiment, and identify traffic abnormalities.
- Boost scalability of service reps and transform your team's productivity
- Create a strong self-service business that allows consumers to self-serve 24X7
- Provide great customer service regardless of the items or services you sell. Keep the features that help with customer happiness and ticket resolution.
- Automate manual tasks and oversee cross-functional service operations. Find process bottlenecks and keep track of responsibility.
- REST APIs allow you to integrate Customer Service with other technologies your team utilizes. Using SDKs, you may create your own internal help desk apps.
Customer Success Acceleration enables companies to standardize and automate the entire customer interaction process, from issue to resolution. Customer Success Accelerator has it all covered, from managing interactions across channels to tracking sophisticated customer service data to forecast trends. Help consumers help themselves and decrease support calls. Transform FAQs into a searchable repository of articles, videos, and documentation. Conversational A.I. for customer support, integrated within the app to give agents and supervisors important service insights.
Features to expect post implementation of technology
- Manage your customer interactions across many channels, including email, chat, phone, social media, and your website. Respond and carry out follow-up tasks without breaking a sweat.
- Contextual AI chatbots will help consumers address common challenges/issues, improve intelligent self-service.
- Reduce hold time and handling time, engage your consumers right away using bots, which will collect and qualify consumer information for smooth agent handoff.
- Faster case resolution with comprehensive case context and a record of every client contact on a simplified dashboard
- Workflow allows you to easily customise and automate any customer service or approval procedure.
- Telephony integrations to common CTI systems, so that when consumers call, take notes. Plus, handle calls without touching the phone.
- Monitor and reply to consumer posts on Twitter, Facebook, Instagram, and other social media. Build a socially visible care
- Prepare your agents to respond quickly to client inquiries by providing them with access to prior correspondence and account information.
- Reports and Insights will enable for constructive decision making based on real-time data Track cases and client data for a 360-degree view.
- Create attractive, mobile-responsive portals and communities with Lightning Community Builder. Extend client self-service procedures from your contact centre. It's the low-code method to get started with drag-and-drop ease.
Customer Success Metrics that would keep you on track
- Reports and Insights will enable for constructive decision making based on real-time data Track cases and client data for a 360-degree view.
- Churn Rate
- Net Promoter Score (NPS)
- Conversion Rate
- Customer Satisfaction Score (CSAT)
- Customer Lifetime Value (CLV)
- Customer Retention Cost (CRC)
- Qualitative Customer Feedback
- First Contact Resolution Rate (FCR)
- SaaS Product Usage Rate
- SaaS Average Session Duration
- SaaS Monthly/Daily Active Users (MAU/DAU)
- Ticket Analysis
- Ticket Queue
- Agent Performance
- Call completion rate
- Agent utilization
- Answer seizure ratio (ASR)
- First call resolution rate
- Speed of answer (SA)
- Call handling time
- Call drop rate (CDR)
- First contact resolution rate
- Sales per agent
- Lead conversion rate
