We are transforming customer support into something that grows your company.
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The best service is often no service. When you empower customers to have instant access to answers and the ability to solve problems, you protect your team from answering simple repetitive questions which in turn frees them up to have conversations that drive value for the company.
Imagine what it would look like if your team didn't have to answer that thousandth 'When will my order be delivered?' question? What could they be doing instead? Even the most responsive call center or email support department will be slower than a customer being able to access that information instantaneously.
Let's bring science and process to always be improving what your customers experience with your brand is.
Test content variations to understand which answers could better resonate with customers.
You had 113 negative product reviews last week from first time customers. Your average order is $74, and your average customer buys 3 times a year. Most of those customers won’t buy again, so you are on track to lose $16,724 over the next 12 months.
You had 74 customers call you about a product quality issue last month. Customers who have had that issue in the past spend $213 less per person in the following 6 months. There is $15,762 on the line.
There were 208 NPS ‘Detractors’ last week. These customers are predicted to spend $132 less than NPS respondents who were ‘Promoters’ in the next 12 months, or $27,456 in total.
Proactively create new conversations with customers after a negative experience like a late product delivery or negative agent CSAT review.
Newton said that every action has a reaction. Our easy reporting shows you exactly where the next opportunity may lie.
Provide a framework for initiating proactive conversations pre-purchase to see how it affects AOV and conversion rates in a statistically significant way.
Glad you asked. We won’t really know unless we take a closer look.