With all of the technological advancements in artificial intelligence, machine learning, chatbots and more, we realized that while those were helpful in making teams more productive, they weren’t particularly useful unless you had a strong focus on people at the center of it all – and that was not a technological advancement that anyone else was focused on.
Traditional technology platforms have been ticket or case management systems. At the heart of customer service was a ticket. Every time a customer reached out to a company, across any channel, a ticket would be created. Sometimes multiple. And with multiple tickets, it meant customers needed to repeat themselves multiple times. And it would take multiple attempts from a customer service agent to try and find the records of all the other communications that had occurred just to help the customer.
So we asked ourselves…
What if we could reinvent customer service?
We would make people the atomic unit, not cases or tickets. With a people-centered system, all communications would automatically be tied back to the person.
We would build a platform that was channel agnostic – meaning it didn’t matter what channel a customer used, it would all be connected through one platform, all in one view for the agent to easily see the entire history of communication.
We would ensure that customer service agents could be naturally productive, and that texting a customer would be as easy as typing an email. We would make it so that no new system would need to be learned just because it was a new channel they were using to communicate.
We would provide real-time insights into things like trending topics that customers were talking about, live status of agent stats and Service Level Agreements (SLA’s) so that service and support teams could easily provide metrics and analytics back to the business.