Download - Guavus Smart Care Datasheet · Guavus technology is designed to ingest, correlate and analyze high volumes of streaming and stored data in real time. The resulting enriched datasets

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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


• 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


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


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.


Enablecustomerstotackletheirownissueswithimmediacyandconvenience

OneofthemosteffectivewaystocontrolCustomerSupportcostsaswellastoimprovecustomersatisfactionistoempowerthecustomerwithenoughknowledgethattheydon’tneedtoseekoutsidehelp.Mostself-careportalstoday,however,focusondisplayinghigh-levelaccountinformationratherthanononesrelatedtocustomerexperience.

UsingGuavus’diagnosticcapabilities,organizationsareabletoanticipatewhichcustomersarelikelytocallforhelp,andwhy.Withthisinformation,theycanpersonalizetheself-caretooltodisplaycontentthatwouldberelevanttosolvingtheissue.Theymayalsocustomizethesearchoptionsothatthetoolwillfavorresultsmostlikelytohelpwiththeparticularissuethecustomermaybeexperiencing.Organizationsareempoweredinnumerouswaystoproactivelyassistthecustomerbeforeanycostlyhumaninteractionstakeplace.

GuavusSmartCareprovidesanextensivesetofAPIsthatcanbeusedtopowerthegranularinformationdisplayedintheself-careportal.


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.

Download - Guavus Smart Care Datasheet · Guavus technology is designed to ingest, correlate and analyze high volumes of streaming and stored data in real time. The resulting enriched datasets

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