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

They need seamless experiences, no matter the channel they choose to interact.

Agents

They need access to a unified view of customers’ interactions; the support channels need to be seamlessly connected, allowing information to pass easily from one channel to another.

The challenge

We all agree that customers are our top priority. However, to truly provide outstanding, personalized service, it’s important for your organization to cover the following areas.

Personalized service

Αcross channels with AI-enabled insights to proactively resolve problems and ensure peace of mind.

Empower people

With the right tools to intelligently handle routine requests and assist to resolve more complex issues.

Unify technology

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

Pobuca Knowledge

Pobuca Knowledge leverages AI to analyze conversations from all customer touchpoints to build Q&As for your knowledge base and evaluate your customer service performance.

Generic customer service

Answer to Q&As about your business (store locator, return policy, loyalty program, warranties etc), replace web forms for customer requests and complaint management with a more engaging dialog interface.

 

Build Knowledge Base

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

Assess your performance & agents

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

Generic customer service

Answer to Q&As about your business (store locator, return policy, loyalty program, warranties etc), replace web forms for customer requests and complaint management with a more engaging dialog interface.

 

Educate your Virtual Agents

Educate your customer service Virtual Agent by leveraging the Q&As that are automatically generated and updated by Pobuca Knowledge. 

Virtual Agents

An AI bot can assist customer service departments by answering requests 24/7. They can resolve typical customer service requests, or post-purchase business transactions.

Post-Purchase experience

Order related questions, Where Is My Order (WISMO) queries, ordering automation, order related tasks (change of order, cancelation, return, repeat etc.), loyalty points & redeems management.

What Pobuca Experience Cloud offers