Automation Expertise Empowers Customers via Self-Service App
Our client is a leading multinational pharmaceutical company with products available globally.
Industry: Healthcare Services
1
cloud contact center implemented
93%
of customer interactions automated
9
languages assisted globally
Challenge
The client had a robust self-service app available for customers, but lacked the expertise required to add features such as asynchronous messaging. Its goal was to provide frequently asked questions (FAQs) to customers via a bot, empowering them to understand the app’s features and to answer their questions without having to connect to an advisor.
Since the client’s customer service team already had a strong, established relationship with Concentrix, it asked that we complete their messaging work in collaboration with the app developers.
Solution
Concentrix designed a conversational AI messaging solution that provides a human-like experience to customers, with technology from our partners, Quiq and Oracle.
Our self-service solution was carefully crafted using our Asynchronous Messaging platform, which retains the context of conversations over time and across channels, incorporating four distinct messaging options:
- Apple Messages for Business
- Google Business Messaging
- SMS
This strategic deployment enabled a much-needed self-service device activation feature within the self-service app, support for FAQs, and a customer survey. As a testament to its value, within the initial six months, the bot effectively automated an impressive 93% of customer interactions.
Working in partnership with the existing Concentrix customer support team, we were able to provide the solution in four languages. Following a successful launch, we then expanded the WhatsApp messaging channel reach to an additional 19 countries with five more languages.
This introduction of messaging as a global communication channel underscores the client’s commitment to fostering meaningful connections with its customers and reinforcing its brand.
“This strategic deployment enabled a much-needed self-service device activation feature within the self-service app, support for FAQs, and a customer survey. “
Outcomes
93% of customer interactions were automated via the self-service app within 6 months, supporting 23 countries and assisting 9 languages
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