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If you can relate to any of these issues currently faced by your sales teams, you are in the right place. As you realise the current trends, customers are moving away from in-person purchases to self-service digital channels to initiate and complete their purchase. But, self service channels have not lived up to expectations due to high abandonment. Our research suggests that over 50% of these journeys are abandoned due to frictions such as a lack of clear understanding of the product terms or lack of assistance during the course of their buying journey. Moving a customer out of the self-service queue back to the call centre will only put more pressure on your teams leading to longer wait times at more than $15 cost for every resolution.
Simpragma has built over a 100 bots across various industry verticals.
We have addressed over 20 million customer queries across 50 different
categories. The voice bots can handle various regional languages,
dialects and on-ground conditions such as background noise, poor
network connectivity irrespective of the customers articulation
Simpragma has the right combination of skilled team to help you achieve what it takes to put together an industry strength working solution. We have expertise in Call centre telephony, design thinking, contact centre analytics and data science, cloud infrastructure, AI- ML, testing and operations monitoring. We have global exposure in contact centres for financial services in micro-lending, banking, credit cards, wealth management and insurance.
Customer enters the buying journey over the phone, guided by voicebot
AI engine monitors customers intent via usage behavior and sentiments
Alternate paths shared in the purchase journey if customers intent wanes
Transferred back to sales if risk of losing customer is high
Our solution can also help you beyond just identifying and solving customer buying journey friction, we can:
Customer abandonment can be a major contributor to revenue losses for
the company and missed incentive opportunities for your sales teams,
and agent assisted after-sales journeys are opportunity costs. In such
situations Simpragma’s AI-assisted journeys are your best proxies that
can help you bridge the gap with infinite scale and achieve almost $15
in savings for every customer resolution.
When you are considering digital transformation for your micro-lending business, making customer experience as the centre of your transformation journey can be extremely rewarding. Our Simpragma certified 5-step plan will help you achieve your full potential to complete the process of digitising your customer experience:
The management process to help you reach that goal will be:
Laying your roadmap will help us to address your priorities such as:
We can together make sure that you get the biggest bang for the buck.
You can choose to co-create the service or outsource the entire transformation journey. Our working model provides you the flexibility of decision making and customising any business flow. Our service offerings include:
Our 5-staged service delivery model makes sure your business objectives are our highest priority.
01 STORMING - Quick brainstorming of ideas to jumpstart the service. A solution cannot be improved unless implemented in a real environment and tested with real users.
02 FORMING - We form proper call flows using your team experience and our expertise to uplift customer experience journey.
03 NORMING - Continuous improvement after every single micro interaction to yield better results.
04 PERFORMING - Analysis and improvements at the contact-level to deliver organisation level objectives such as customer experience, retention or advocacy.
05 ADJOURNING - Marking areas internally with gold standard service offerings and challenging legacy performance benchmarks.
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