Young couple using a computer,checking bills and paperwork.

Differentiate Through Digital Customer Service

A major challenge faced by many companies is how to provide a high quality, seamless customer experience across digital and traditional channels, while still maintaining the human touch. People want their queries answered quickly and accurately, with minimal effort, but an over-reliance on technology can sometimes feel cold. We help you prepare for the future while keeping a strong connection with your customers.

We deploy virtual assistant technology, analytics and AI solutions, and back-office automation to make your operations scalable and efficient, while delivering quicker and more personalised experiences to your customers. We also use technology to augment human agents, allowing them to better understand each customer and automate simple, repetitive tasks to free up their time to focus on more complex queries.

Your Challenges. Our Solutions

Managing Multiple Channels

For most organisations, having truly omni-channel customer service is an ambition rather than a reality. We help to build a scalable infrastructure that serves you both now and in the future, whatever channels your customers choose.

Transforming Customer Service

Digital transformation can be daunting. We work with you to understand your strategic objectives and operations, before finding the right technology solutions to meet your needs and create an integrated customer journey.

Data Overload

Companies are often inundated with customer data, making it difficult to generate meaningful insights. Our 360-degree view of the customer and AI solutions help understand behaviours and preferences to deliver high quality customer service.

Processes & Cutting Costs

Deploying automation, AI and augmentation technologies can create a more efficient experience. We help you choose the right solution, freeing up your employees to focus on tasks that need a human touch.

Monitoring & Managing Conversations

Customers use a wide range of digital contact channels, such as web chat, social media and messenger platforms. We help you manage and engage in online conversations to build relationships and protect your brand.

60

Per cent of sales leads come through newly introduced web chat for a French car manufacturer

6

Times conversion rate increased by introducing 360-degree view of customer for an e-ticketing firm

1

Pound to 20 pence reduced cost per transaction using robotic process automation

17

Minutes average time to respond to social media enquiries for an automotive brand

Our Services. Your Way.

We enable firms to deploy the latest digital technology such as AI, automation and single view of the customer to deliver outstanding customer experience.

Web Chat

Our web chat solutions enable you to proactively reach out to customers to drive engagement and sales. These can be powered by chat bots that provide accurate, human-like responses, or use analytics to personalise the interaction.

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Social Media Customer Service

Our experience managing social media customer service for some of the world’s biggest brands means we know how to protect your reputation, turn negative interactions into positive experiences and identify opportunities for upselling.

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Single View Of The Customer

Our 360-degree view of the customer solution allows you to create a consolidated view of each customer. By leveraging AI, we provide service agents with next best actions, so they can deliver powerful personalisation and maximise each interaction.

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Digital Road Mapping

We have extensive experience in leading digital transformation projects across multiple industries. Through digital road mapping, we review your process and create a clear plan of how to optimise and improve these by implementing new technologies to futureproof your services.

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Asynchronous Messaging

For a growing number of people, their preferred method of communication is through apps such as WhatsApp or Facebook Messenger. We support these channels, allowing customers to get on with other tasks while they wait for a response.

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Automation, AI & Agent Augmentation

Whether it is deploying our ProcessAutomate RPA solution or chatbots to provide quick answers, we have the tools to transform your processes. We also use AI and analytics to enhance agents’ capabilities.

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Who we work with

Spokesperson at Sefton Council

Read Our Client Case Studies

Our Industry Insights

Customer service 2027: How automation, RPA and AI will transform the way that companies deliver customer service over the next decade

Our white paper takes an in-depth look at how the development of new technologies will transform customer service, reviewing how it could potentially impact both businesses and the contact centre workforce, over the next ten years.

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Premium brands need premium customer service: creating a single customer view in an omni-channel world

Our whitepaper outlines the importance of collating and aggregating customer information from multiple channels and presenting it in a single, easy-to-use format to create personalised, premium experiences.

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The ultimate guide to social media customer service for automotive brands

Our guide provides tips and strategies to help you fine tune your customer service via social media to improve the customer experience, maximise brand loyalty and grow market share.

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