Knoah, a business processing outsourcer, powers some top the top brands in the world including one of the premire consumer electronic producers. Winning this business is hyper competitive and Knoah wanted their agents to handle more customer conversations without sacrificing customer satisfaction. They assembled a technology team and built a self-service chatbot—only to see customers become increasingly dissatisfied with their customer support.
Knoah needed a new approach, one that matched their fundamental values of supporting agents. They began to look for tools that would empower their agents to deliver faster and better-informed responses to their customers.
Enter Augment’s Customer Experience Management (CXM) software. Instead of making robotic worker replacements, Augment CXM builds on a philosophy that automates some processes while still leaving the interpretation and decision-making up to the human agent.
Faster, better, stronger
The team’s at Augment and Knoah set off deploying the software across a set of the agents which were working on the electronic manufacturer’s account. One hundred agents were involved in the initial 6 month product tests and...