improve cx

Customer Service for
the omnichannel world

Customer Service has changed drastically over the last five years.

In the past, a customer would call and be put on hold until somebody picked up the phone to help.

Today, the support landscape looks very different. Tech-savvy customers interact with your company through a bunch of different channels (email, chats, call centers).

But is this good enough?

Omnichannel Experience

Offering different channels for Customer Service, created new needs, both for customers and agents.

Customers

Customers need seamless and personalized experiences no matter when and how they choose to interact with your brand.

Agents

Agents need access to a unified and 360o view of customers’ interactions through seamlessly connected support channels that info is stored.

Challenges

Generate AI-enabled insights to proactively resolve problems, ensure agents’ peace of mind, and offer seamless CX. 

Invest with the right tools to intelligently handle day-to-day requests and assist your agents to resolve more complex issues.

Integrate customer service as part of the broader customer journey and take it into account in your engagement campaigns.

Leverage AI to analyze conversations, build Q&As for your knowledge base & evaluate your customer service performance.

Answer to business Q&As, replace web forms for customer requests and complaints with a more engaging dialog interface.

Analyze existing dialogs with customers in natural language and build Q&As for future reference by human agents or bots.

Help agents perform better and have an automatic performance evaluation based on customer service metrics and customers’ sentiment.

Help agents perform better and have an automatic performance evaluation based on customer service metrics and customers’ sentiment.

Employ an AI bot to answer requests 24/7; they can resolve from typical customer service requests to post-purchase business transactions.

Answer order-related questions & tasks, Where Is My Order (WISMO) queries, ordering automation, loyalty points & redeems management.

What Pobuca Experience Cloud offers

1. a CRM to track customer service requests οn time,

2. an omnichannel solution to consolidate
all service touchpoints (including call center),

3. an AI powered knowledge base to share knowledge
between humans and bots,

4. virtual agents to be the frontliners of customer service, and

5. AI-powered evaluation of your services and agents-