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Adapting Digital Customer Conversations for Remote Agents

Adapting Digital Customer Conversations for Remote Agents: Learnings from the Covid-19 Experience

Watch On Demand
Duration:  45minutes


The world is at a standstill, but not every business can stop functioning or serving customers.

In times of uncertainty especially, having agents available to help customers is critical.
And so is maintaining distance from co-workers and has resulted in businesses 'over-night' having to make the switch to agents and teams working remotely.

From a customer communication perspective the key to this transition is limiting any customer disruption to a minimum whilst trying to maintain 'business as usual'.  For some businesses making this shift was a little easier as they had already begun using digital customer engagement tools.  But for many they struggled to get agents back up and running and others found themselves 'going digital' overnight. And that really isn't a bad thing.

In this 45-minute webinar, we are going to look at how businesses transitioned their agents  to working remotely,  what worked, what didn't, and what lessons were learned that can be carried forward.

You will see how:

  • Digital communications really stepped up and improved customer engagement over voice calls and email
  • Self-service customer conversation automation coupled with live agent back-up reduced waiting times and increased resolution rates
  • A real life Covid-19 (or any digital messaging) campaign can be built and deployed and what it can deliver.

 

E-Book

Conversational Messaging and Agent Remote Working

How shifting customer phone calls to messaging during hte pandemic improved
remote agent productivity and customer engagement


Read More

 

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Webio, The Conversational Middleware Company™ brings true AI driven customer conversations to the enterprise. Webio 's channel agnostic conversational interface engagement platform uses the power of AI driven chatbots, machine learning and NLP to introduce a 'blended AI' approach to customer engagement that lets AI agents work alongside human agents to seamlessly engage with customers.

 

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If you want to improve your customer communications, take advantage of our experience and let us show you what we can do.

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Register for a personalized demo where our team will review how Webio's intelligent customer engagement solutions can positively impact inbound and outbound customer engagement in your business.

METRICS WE’VE ACHIEVED

52%
Uplift in Payment Arrangements
42%
Increase in Agent Productivity
57%
Decrease in Operational Costs
48%
Increase in Customer Engagement

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