Omni-channel chatbot and agent assistance throughout the customer journey
CHATBOT
VOICE
SMS
WHATSAPP
LIVE CHAT
CONVERSATIONAL
PLATFORM
AI
PERSONALISATION
CONTINUITY / RESILIENCE
REDUCED CONVERSATIONS
CHATBOT %
CX SATISFACTION
RESPONSE TIME
Summary
Gift provider YourSurprise enhanced customer service in 23 countries using CM.com's Mobile Service Cloud and AI, achieving a 60% reduction in conversation time and a high NPS of 70.
Challenges
Handling complex customer issues during peak times, ensuring seamless interactions across 23 countries, and managing routine queries efficiently.
Solution
YourSurprise implemented an omni-channel chatbot and agent assistance with CM.com using phone, social media, chat, and WhatsApp.
Outcome
Reduced customer service conversation time by 60%, increased customer satisfaction, improved query handling efficiency, and achieved a high NPS of 70, ensuring personalization and continuity across 23 countries.
Sources
- 01