For one of the major use cases, our client has been able to deliver end to end self-service for 96.1% of customer requests on the web site, drastically reducing contact center staffing needs. The solution has also reduced customer effort across the board and has increased overall adoption of self-service capabilities.
As the entire solution, including the guided self-service flows, integrations to back-end systems, and the intelligent virtual agent, was built in a no-code visual designer, the client is able to make changes rapidly and improve the customer experience and business outcomes on an ongoing basis.
Using the Jacada platform, our client is able to manage the look and feel of the whole experience so that they can either white-label the experience or brand it per their retail partners’ preferences.
We’re so glad our client is able to maintain customer intimacy and boost digital adoption despite going to market through their business partners in a B2B2C model — a testament to our client’s commitment to leading with digital-first customer service.