Guavus Smart Care Datasheet · Guavus technology is designed to ingest, correlate and analyze high...
6
GUAVUS SMART CARE DATASHEET | © Guavus, Inc. All rights reserved. 1 Guavus Smart Care Datasheet It is almost an inevitable rule of business that most customers will experience an issue that prompts them to seek customer support. The good news is that organizations can turn these potential detractors into loyal promoters if they can resolve the issue during the very first interaction. Effective customer support can therefore be a strategic asset to your business when focus is put on the customer. But it is undeniably very expensive and a huge contributor to OpEx. In order to provide the most desired experience, organizations must empower both support agents and customers with the timeliest and most relevant information. When customers are properly informed—whether through a detailed self-care portal or through proactive communication from the business—inbound support requests are dramatically reduced and customers are much more likely to be satisfied with the service. And if customers do need to seek support for more complex issues, an empowered agent will know enough about the customer and the issue to quickly identify the likely reason for the call and triage the issue more effectively in a personalized and engaging dialogue. Achieving this next level of customer support requires a technology that can contextualize customer inquiries with the likely drivers, as well as one that can detect anomalies to enable proactive issue resolution. This can only be realized by applying machine intelligence over massive sets of cross-functional events and data. With an optimal balance of human interaction and automation, organizations can maximize the advantage that superior customer service can offer. Guavus Smart Care: Reduce operational cost and increase customer satisfaction Guavus Smart Care is an operations analytics module that enables organizations to deliver engaging and superior customer support. Its machine learning algorithms gather real-time insights from operational events and customer experience indicators to build precise customer profiles and determine the driving factors of depreciated experience. Guavus enables superior customer support on three levels: Benefits • Reduce average handle time (AHT) of calls, lower mean- time-to-repair (MTTR), increase first call resolution and decrease escalations by arming support agents with relevant information and the likely reason for the support request • Optimize triaging by quickly understanding the root cause of the issue • Reduce inbound call and chat volume through enablement of proactive actions such as automated SMS messages and IVR call deflections • Reduce ‘bill shock’ and customer support interactions by enabling self- service care that reveals bill and usage behavior at a granular level • Easily integrate with existing Customer Support platforms
Transcript of Guavus Smart Care Datasheet · Guavus technology is designed to ingest, correlate and analyze high...
GUAVUSSMARTCAREDATASHEET|©Guavus,Inc.Allrightsreserved. 1
GuavusSmartCareDatasheet
Itisalmostaninevitableruleofbusinessthatmostcustomerswillexperienceanissuethatpromptsthemtoseekcustomersupport.Thegoodnewsisthatorganizationscanturnthesepotentialdetractorsintoloyalpromotersiftheycanresolvetheissueduringtheveryfirstinteraction.Effectivecustomersupportcanthereforebeastrategicassettoyourbusinesswhenfocusisputonthecustomer.ButitisundeniablyveryexpensiveandahugecontributortoOpEx.
Inordertoprovidethemostdesiredexperience,organizationsmustempowerbothsupportagentsandcustomerswiththetimeliestandmostrelevantinformation.Whencustomersareproperlyinformed—whetherthroughadetailedself-careportalorthroughproactivecommunicationfromthebusiness—inboundsupportrequestsaredramaticallyreducedandcustomersaremuchmorelikelytobesatisfiedwiththeservice.Andifcustomersdoneedtoseeksupportformorecomplexissues,anempoweredagentwillknowenoughaboutthecustomerandtheissuetoquicklyidentifythelikelyreasonforthecallandtriagetheissuemoreeffectivelyinapersonalizedandengagingdialogue.
Achievingthisnextlevelofcustomersupportrequiresatechnologythatcancontextualizecustomerinquirieswiththelikelydrivers,aswellasonethatcandetectanomaliestoenableproactiveissueresolution.Thiscanonlyberealizedbyapplyingmachineintelligenceovermassivesetsofcross-functionaleventsanddata.Withanoptimalbalanceofhumaninteractionandautomation,organizationscanmaximizetheadvantagethatsuperiorcustomerservicecanoffer.
GuavusSmartCare:Reduceoperationalcostandincreasecustomersatisfaction
GuavusSmartCareisanoperationsanalyticsmodulethatenablesorganizationstodeliverengagingandsuperiorcustomersupport.Itsmachinelearningalgorithmsgatherreal-timeinsightsfromoperationaleventsandcustomerexperienceindicatorstobuildprecisecustomerprofilesanddeterminethedrivingfactorsofdepreciatedexperience.Guavusenablessuperiorcustomersupportonthreelevels:
Benefits
• Reduceaveragehandletime
(AHT)ofcalls,lowermean-
time-to-repair(MTTR),
increasefirstcallresolution
anddecreaseescalationsby
armingsupportagentswith
relevantinformationandthe
likelyreasonforthesupport
request
• Optimizetriagingbyquickly
understandingtherootcause
oftheissue
• Reduceinboundcallandchat
volumethroughenablement
ofproactiveactionssuchas
automatedSMSmessages
andIVRcalldeflections
• Reduce‘billshock’and
customersupport
interactionsbyenablingself-
servicecarethatrevealsbill
andusagebehaviorata
granularlevel
• Easilyintegratewithexisting
CustomerSupportplatforms
GUAVUSSMARTCAREDATASHEET|©Guavus,Inc.Allrightsreserved. 2
• ContextualCare:Improvestheknowledgeofsupportagentsatthetimeofinteractionsothattheycandelivereffective,personalizedservice
• AssistedCare:Assistssupportagentsbydiagnosingthelikelyreasonsforcustomerinquiries
• PreventativeCare:Identifiescustomer-levelissuesandhelpsresolveproblemsbeforeanyhumaninteractionisrequired
Themodulecurrentlyoffersanextensivelistofpre-setAPImethodsthatyoucaneasilyintegrateintoyourexistingcustomersupportinfrastructuretoenableahighlevelofcustomerawareness.
TheGuavusSmartCaremoduleispartoftheGuavusReflex®platform,whichpowersoperationsanalyticsacrossawidearrayofdatadomainsandusecases.Themodulardesignallowsyoutoeasilyaddcapabilitiesasyourneedsevolve.
Guavustechnologyisdesignedtoingest,correlateandanalyzehighvolumesofstreamingandstoreddatainrealtime.TheresultingenricheddatasetsisfedintoGuavusmodulestoaddressoperationsusecasessuchasprescriptiveoperations,proactiveoperations,alarmcorrelation&prioritizationandagilechangemanagement.
Keyfeatures
• Automatedmodelingtoidentifypatternsdrivingcustomersupport
• Customerpropensityscoretorequestservicesupport
• Machine-learnedpotentialrootcausesofcustomerissues
• LowlatencyAPIstoenablesub-second,per-customerdataaccessforcallcentersandself-serviceapplications
• Dispatchmonitoringandgeolocalizationoffieldoperations
• Linkageofserviceperformanceandcustomerexperiencetofieldoperations
• Mobileapplicationsforfieldopstoaccesscustomerprofileanddispatch
GUAVUSSMARTCAREDATASHEET|©Guavus,Inc.Allrightsreserved. 3
Figure1.Supportagentsareprovidedwithadetailedinformationofthecustomeraswellas
anyfactsthatarerelatedtotheinquiry,suchasthelikelyreasonfortheinquiryandthe
customer’spropensitytochurn
Empowersupportagentswithaccesstoreal-time,contextualdata
Asthehumantouchpointofthebusiness,theCustomerSupportorganizationplaysacriticalroleinshapingthecustomerexperience,developingcustomeradvocacyandinfluencingbrandperception.Thesupportagents’abilitytolistenprofessionallyandquicklyresolveissues—viathecallcenterordigitalcarechannels—cantransformthecustomerfromafrustrateddetractorintoanavidpromoterofthebusiness.
Customersupportagentstheoreticallyhaveaccesstomoredatathaneverbefore,butwithoutpropercontext,theystruggletounderstanditsrelevancetotheissueathand.Evenafewminutes’delaycanleadtoanannoyedcustomerandacostly,drawn-outremediationprocess.
TheGuavusSmartCaremoduleimprovescustomersatisfactionandsecurescustomerloyaltybyequippingagentswithallthecontextualinformationtheyneedatthetimeofinteractiontoquicklyresolveissuesorescalatewhennecessarytoamorequalifiedperson.TheSmartCarecapabilityidentifiesthelikelyreasonforthesupportrequestforanevenspeedierresolution.
Byenablingagentstonavigatecustomerdiscussionswithease,Guavus:
• Increasesfirstcallresolution• ReducesAverageHandleTime(AHT)• LowersMeanTimetoResolve(MTTR)customerproblems• Reducesescalations• Reducescustomerchurn
Inadditiontodeliveringcontextualindicators,themodulecanperformanalyticsandautomaticallydetectpatternsindatatoenableL1supportagentstosolveproblemsinsteadofescalatingtocostlyL2andL3agents,freeinguptheir
Secondsreductioninaveragehandlingtimeequatetomillionsinsavings
GUAVUSSMARTCAREDATASHEET|©Guavus,Inc.Allrightsreserved. 4
resourcestoaddressmorecomplexissues.
Supportagentscanalsousethisinvaluabletimewiththeircustomertodelightthemwithpersonalizedattentionandengenderfurthergoodwill—intheform,forexample,ofsolvingapersistentissuethatisunrelatedtothecallbuthasnonethelessplaguedthecustomer,orsuggestingvalue-addedservicestailoredtotheirinterests.
Figure2.Supportagentscandeterminethecustomer’squalityofexperience
alongvariousrelevantdimensions
Reducecalldemandbyproactivelyengagingwithcustomers
Organizationshaveahugefinancialinterestinoptimizingcustomersupportinteractions.ThetraditionalsupportmodelresultsinhighcustomerchurnandanincreaseinOPEX,withlengthycustomercallsandlongholdtimescostingmillionstothebusinessinlostefficiency.
Guavususesmachine-learningalgorithmstodetectanomaliesindataandidentifycustomer-impactingissuesbeforetheybecomewidespread.Itcanclassifyeverycustomerinto“riskbuckets”—categoriesthatpredictthecustomer’slikelihoodofneedingsupportorhaveabadcustomerexperience.Themoduleidentifiestheunderlyingreasonfortheheightenedrisksothatyoucantakeactionstoaddresstheissueproactivelybeforesupportcostsareincurred.
Forinstance,let’ssay10,000customershavealljuststartedtrendingdownintoa“highrisk”classification.Guavusmayfindthattheyalljustsubscribedtoyourlatestserviceoffering.Youcanchoosetonotifythemoftheproblemandsendstatusupdatesthroughaself-careapplication,IVRcalldeflection,orSMStextsasyouworkonafixfortheservice.Thisnotonlyreducesthepressureoncontactcenters,butalsominimizestheimpactonOPEXcosts.
GUAVUSSMARTCAREDATASHEET|©Guavus,Inc.Allrightsreserved. 5
Enablecustomerstotackletheirownissueswithimmediacyandconvenience
OneofthemosteffectivewaystocontrolCustomerSupportcostsaswellastoimprovecustomersatisfactionistoempowerthecustomerwithenoughknowledgethattheydon’tneedtoseekoutsidehelp.Mostself-careportalstoday,however,focusondisplayinghigh-levelaccountinformationratherthanononesrelatedtocustomerexperience.
UsingGuavus’diagnosticcapabilities,organizationsareabletoanticipatewhichcustomersarelikelytocallforhelp,andwhy.Withthisinformation,theycanpersonalizetheself-caretooltodisplaycontentthatwouldberelevanttosolvingtheissue.Theymayalsocustomizethesearchoptionsothatthetoolwillfavorresultsmostlikelytohelpwiththeparticularissuethecustomermaybeexperiencing.Organizationsareempoweredinnumerouswaystoproactivelyassistthecustomerbeforeanycostlyhumaninteractionstakeplace.
GuavusSmartCareprovidesanextensivesetofAPIsthatcanbeusedtopowerthegranularinformationdisplayedintheself-careportal.
GUAVUSSMARTCAREDATASHEET|©Guavus,Inc.Allrightsreserved. 6
GlobalHeadquarters1800GatewayDriveSuite160SanMateo,CA94404UnitedStatesTel:+1650-243-3400Fax:+1650-286-0637www.guavus.com
Summary
GuavusSmartCaremoduleprovidesaholisticanalyticslayeracrossnetwork,operationalandcustomerdatatohelpimprovethecustomersupportexperienceandtransformtheCustomerSupportorganizationintoastrategicasset.Byprovidingcontextual,assistedandpreventativecare,organizationscandeliverqualitysupportwithpersonalization,speedandconveniencethatthemoderncustomerdemands.Guavus’intelligentcaresolutionhelpsorganizationstonotonlyreduceexpensivecustomerchurnbutalsoimproveoperationalefficiencybyreducinginboundcalls,AHT,MTTRandincreasingfirstcallresolution.
AboutGuavus
Provenattheworld’smostdemandingcustomers,Guavusisattheforefrontofstreamingbigdataanalytics,artificialintelligenceandmachinelearninginnovation.Guavusprocesseshalfatrillionrecordseverydayforover450millionindividuals,enablingenterprisestoanalyzedatatheinstantit’scaptured,drivingfasterdecision-making,lowercostsandhighergrowth.
TheGuavusReflex®advancedanalyticsplatformenablescustomerstogainacompetitiveedgebyhelpingthemputalltheirdatatoworktouncovernewinsightsandmakebetterqualityandtimelydecisions.Guavusprovidesnext-generationbigdataanalyticsapplicationsforsystemsplanningandoperations,mobiletrafficanalytics,marketing,customercare,securityandIoT.
