Fortune 50 Manufacturer Leads with
Omnichannel Customer Service

Since customers purchase major appliances manufactured by our client through several retailers, it was critical that the digital customer service we delivered met the expectations that customers may have of our client, the manufacturer, as well as the retailer from whose website they may have ordered the appliance. We designed a guided servicing experience to assist customers, starting with the use cases (order tracking, appointment management, and more) that were seen as major call drivers in the contact center. Guided self-service flows maximize adoption and self-service containment across web, email and IVR touchpoints. They also  provide a consistent omnichannel experience with continuity to the contact center. The intelligent virtual agent came in to understand customer intents, answer questions and devise ways for continuously improving the experience.