Personalise contact options to achieve higher efficiency and self-service
Keep high customer satisfaction by building safety nets of human driven service
Avoid commercial loss by routing sales interested visitors to service channels
Using our Dynamic Call-tracking solution we analyse the cross-channel customer journeys and online user behaviour preceding a call. Utilising this data in our Personalisation Engine we design their next step and anticipate their needs to adjust contact options accordingly.
This reduction in the usage of human-driven assisted channels is achieved by proactively guiding users through the self-service channel.
bmetric’s personalization engine offers content and contact options that are personalised to specific visitors, making sure that the information and options displayed fit well with the journey.
Our decision-making software decides how to interact with visitors based on their behaviour and external factors like day of week, time of day, and contact centre availability.
For our customers we have achieved 10-20% reduction in total contact moments, but also helped replace expensive contact moments with cheaper and more efficient channels.
With bmetric, you can optimise your customer journeys across channels, creating a seamless experience and increasing customer satisfaction.
What is required:
We recommend that you start with an Audit and Roadmap for the future. If that is already in place, collaboration will start through an onboarding process of around 1-2 months, based on which we’ll recommend an implementation, while also setting up integrations with call-centres and tracking systems.
- Relevant stakeholders (website, call-centre & tracking) for onboarding meeting and approval of implementation.
- Bi-weekly or monthly status meetings to align on optimisation steps and results.
- Implementation of Engagement & Personalisation Engine and optionally Call-tracking.