Guidyu increases customer satisfaction
and return on investment

Contact centres enable a necessary human element in responding to customer’s needs for support and service, as well as reaching out to leads and customers to generate new business. Guidyu is defining a new role for contact centers, and they will undergo a paradigm shift that will change their business value and success.

Customer needs and expectations are changing and properly managed, contact centers can change the face of how they are perceived in the market and how they provide value to their customers..

Guidyu is redefining how contact centers provide value to their customers by enabling an innovative service standard that brings substancial value to contact centers, corporations and their customers. Guidyu is helping redefine how customers are served and how contact centers define and serve their customers needs.



 

Guidyu CEM Serve - Web Self Service

Web Self service … the ‘self’ in service is no longer a four letter word to contact centers, In fact it is a major part of the paradigm shift in service offering that is needed to be embraced. Contact centers can play a major role in providing key support when needed, but also in adding substantial value to enhance Web Self Service and help grow corporate service and support information organically.

Call deflection strategy

You can now offer comprehensive and intuitive self-service online. This is facilitated by Guidyu’s powerful artificial intelligence that learns from every customer interaction. Our CEM Serve Suite has proven ability to provide a deflection rate of over 50%

Web Abandonment Opportunity

Most web sites have an abandonment rate much higher than 90%, with Guidyu’s technology; these abandoned customers can become sales opportunities driving substantial revenue for you and your customers.

Unification

Corporate Service Strategies : Unifying corporate customer service strategies to include and unify both the web and contact center is key to the integrated CEM service offering needed to drive the next level of Customer Experience, customer retention and lifetime value.

Customer Knowledge : This unification will also enable the leverage of both online and offline customer interaction information. With Guidyu’s innovative engines you will leverage never before used web based customer interaction information along with profile and history to be used to better serve and support and sell to customers, more efficiently, pro-actively, personally and profitably.

Unification of Service : Intelligent escalation of online sales or support issues to an agent is key to better conversions, sales, support and customer satisfaction. First Call Resolution is key to happy customers and an efficient service offering. Guidyu understands how customers are interacting online and when they need help, Guidyu can transfer that online customer experience routed directly to the most skilled agent. For a more personalized and efficient service, Guidyu escalates a diagnosis of the customer’s issue, resolution attempt, and probable solution. This is the most efficient use of your agent’s time and provides a unified and pleasant customer experience.

Organic Information Enhancement : Most agent interactions can be leveraged to help further similar inquiries from occurring by updating web site information with the missing information. This not only provides a key business value by enhancing the self service capacity of your customers online offerings, but also enables a unique opportunity to understand, identify and plug the ‘holes’ in your customers businesses. Guidyu’s engines provide the necessary insight to be able to leverage this value effectively and intelligently.

Customer Knowledgebase Enhancement Understanding customer needs online and offline is key to serving them better throughout an organization. Having Guidyu provide unique customer experience and profile information based on online interactions is amazing an innovative… Adding to this information base is key however, and having the insights and feedback of live agents give valuable information leverage to a customer profile enabling a better understanding of not only individual customers, but social groups as well. This defines and illuminates key strategic corporate information that brings huge value in market and consumer trends to your customers.

Call duration

The unified information diagnostic and intelligent routing provided when customers are intelligently escalated to contact centre agents by Guidyu decreases the average length of inbound calls by 30%, while enabling your contact centre to provide a more personalized service. Your contact centre agents will also receive and be enabled to report information in a more consistent and concise manner, standardizing service and support.