You customers are looking to get the best answer they need in as quickly as possible. Is your team empowered to deliver that desire?
Every conversation that runs through your support team will also run through Augment CXM's semantic deep learning engine. All conversations are tagged with key insights and CX KPIs, like AHT, CSAT and NPS.
"You're able to look into every conversation that every agent on your team has had - and discover the key moments that are causing your customer's satisfaction to drop. In one conversation you find that a customer had to do a "power reset" multiple times in order for their product to work."
Understand exactly which insights are impacting your brand the most. Show the exact number of CSAT and/or NPS points your company will be able to gain and the amount of AHT savings you'll have if you're able to rectify these problematic insights.
"After learning more about this 'power reset' issue, you want to learn how often it occurs across your organization. Augment CXM's dashboard shows this issue occurs in a massive 8.2% of conversations. You realize immediate training is necessary."
Augment CXM labels each conversation with key insights and predictive KPIs - as the conversation is evolving. Your management team is able to step in and support agents when conversations are going south. Before the customer decides to vent on social media.
"Your let your support supervisors know about this 'power reset' issue and let them know how they should train agents on the quick fix. The supervisors can coach agents directly in the platform, ensuring none of your customers runs into this issue again."