Experience a New Paradigm in Customer Service

Customers today have higher expectations from customer support. So much that they will churn and never come back after 1 bad customer support experience. We are seeing a massive increase in # of tickets being raised by customers across all channels. This increase is significantly outpacing business growth leading to increased costs & lower NPS. While many companies have deployed chatbot to manage the increase volume of tickets, the deflection and resolution rates continue to be low.

To improve the customer experience, it is first necessary to understand the customer’s perception of the brand and to collect, analyse and implement the feedback of the customers. Agents are likely to be the first person-centred point of contact for customers. Even if a sale is made online, clients may require assistance.

Agents are now working remotely and with great resignation, we are seeing almost 100% annual churn in many contact centres. With an average organization today spending 4-6 months to train an agent, we have to rethink how we empower the agents to deliver first contact resolution with minimal training.

Unified-CXM Starts with Unified Customer Care

The best customer service experience is when you don’t need one. At Sprinklr, we believe this should be the goal of every organization; where the experience is so seamless that there is no need for people to reach out. Where product and service issues are predicted in advance and customers receive more proactive care. Where the brand fixes their problems before they become problems. Because Customer Experience doesn’t start at the front door of your contact centre. Most companies aren’t there today, but we want to help them get there by helping businesses unify the customer facing functions.

Join us for this exclusive webinar where you will learn how you can experience a new paradigm in customer service and overcome these challenges.

Agenda

4.00 – 4.05

 Opening Remarks by ET EDGE

4.05 – 4.10

Context Setting:-

4.10 – 5.00

Treating Your Customers Like They are One in a Billion

  1. Customer Expectations in 2022
  2. Trends for Customer Support Software
  3. CX Promises & Reality
  4. Three pillars of Exceptional Customer Support
  5. Using AI insights to reduce future tickets
  6. Achieving High Resolution & Deflection from Self-Serve
  7. Empowering Agents to Achieve First Contact Resolution Every time
  8. Best Practice Examples
  9. Sprinklr Modern Care Demo

5.00 – 5.15

Closing PPT :

Speaker

Prithviraj Surendranath
Senior Manager, Solutions Consultant
Sprinklr

Register Now

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