Customer Experience (CX) Framework
Key categories we are solving for in the CX/Contact Center space with Luware
Digital Engagement
This is when a customer is hitting your website, maybe they’ve downloaded your mobile app, they’ve clicked on an ad, etc. Right out of the gate, what are the technologies that we can leverage to help improve conversion rates and improve the odds of that prospect turning into a lead, customer, etc.
Virtual Agents / Self-Service
Out of that digital interaction, there’s typically a trigger. A chat or SMS is sent, an email is sent, or of course a phone call. We know that the most expensive way to handle an interaction from a customer, is with a live body. There are a lot of innovative ways to reduce the number of live interactions that actually need to get to a live person through what we call automation and containment.
Routing & ACD
Maybe automation doesn’t do it for you, and you need to talk to somebody. That’s where we get into the routing and ACD. This is where your phone system sits (UCaaS / CCaaS).
Virtual Assistants
Now that call has gotten through to a live person. What are the tools that you can provide your customer support agents with that will make their jobs easier. Make that interaction more enjoyable for both the agent and the customer.
Interaction Analytics
This is where things like CSAT or NPS (net promotor score) sit. I’m now able to measure and gain insights into each step of the customer journey to measure exactly what the impact is on the customer and leverage innovative technology to make this data more insightful, and less manual.
Staffing
Staffing challenges can be solved through some innovative ways, whether it's through automation and containment (self-service) or even things like outsourced work.