Current Situation
There is inconsistent customer support pre- and post-purchase with limited view and less anticipation of customers and their needs from one touch point to the next, little preemptive actions, and no ability to escalate proactive processes autonomically.
Goals and Objectives
Focus of omni-experience customer support is shifted to enhancing use and enjoyment of products, supported by digital services embedded in products or from an ecosystem of seller and third-party apps. Support of the customer journey continues but in a secondary role facilitated by real-time information and analytics to improve the support experience.
Technology Deployed
Customer contact process and case management tools, customer journey configuration and analytics, AI-enabled chatbots and robots, multitouch engagement including social, chat, email, phone, SMS, and voice
Use Case Summary
Create a proactive omni-channel approach to customer care that understands the consumer booking and ordering context and recommends personalized actions through the customer journey and in the stream of life.