More transparency and improved collaboration through artificial intelligence
WhatsApp is the preferred channel for customers to describe the problem with supporting material such as screenshots and images. This helps the technical experts considerably in solving the problem.
Dental Axess, a market leader in digital dentistry, has integrated its global sales and service teams and now enables its busy audience to engage with the company through the channel of their choice and at any time. By integrating the Genesys Cloud CX™ platform, all phone, email, WhatsApp, webchat and social media interactions can be managed and processed from a single desktop.
Challenge
- Improving collaboration
- Improving the customer experience
- Interact with the busy target group at their preferred times
Use / Benefit
- Faster 24/7 response times with cost-effective chatbot support
- A single global queue for requests via WhatsApp and all other channels – multichannel support
- Savings of 1.5 working days per week and improved service levels
- Switch to remote work within one night
- Better insights into business-relevant metrics such as 100% call response rate
Solution
- Inbound
- Outbound
- Messaging
- Chatprotokoll
- Chatbot
- Social Media
- Self-Service and Automation
- Integration