Digitally transform the contact center into a digital differentiator to deliver a more efficient and better customer service experience. Businesses like Barclays, BT, Npower, The AA, Hermes, and British Gas are using IMImobile’s solution to:
- Integrate digital messaging channels like Apple Business Chat, RCS (Rich Communication Services), WhatsApp Business as well as SMS, web chat and email into the customer contact strategy.
- Use AI-chatbots to automate FAQs, enable self-service and proactive case resolution to reduce the costs to serve the customers and deflect low-value voice calls to cheaper communication channels.
- Empower contact centres to deploy an omnichannel agent desktop environment to make use of asynchronous communication channels.
- Overcome legacy issues and integrate new customer support to emerging digital communication channels into siloed systems to automate customer journeys across the business.
- Improve customer satisfaction CSAT/NPS and first contact completion while enabling cross/up-sell opportunities.