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Fortune 50 Manufacturer Leads with
Omnichannel Customer Service

How to deliver an effortless omnichannel customer service experience?

Assist customers with a guided servicing experience supported by intelligent virtual agents.
Deliver consistency and continuity across web, email, voice and other touchpoints.
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Jacada’s intelligent self-service solution combines AI, NLU, and RPA technologies to provide automated conversational services. Its advanced dialog management capabilities, library of pre-built intents, robust analytics platform, and flexible hosting options position it well for success in the future as the adoption of IVA solution accelerates.

Skand Bhargava, Practice Director

About the Client

This Fortune 50 multinational conglomerate is headquartered in the northeast of the United States. With over 100 years of operation, the company has grown its operations globally. Operations of this magnitude can often warrant high traffic flowing into the customer service support center. This customer engaged Jacada to improve the customer and retailer experience and reduce the inbound call volume.

Our Approach

Since customers purchase major appliances manufactured by our client through several retailers, it was critical that the digital customer service we delivered met the expectations that customers may have of our client, the manufacturer, as well as the retailer from whose website they may have ordered the appliance.

We designed a guided servicing experience to assist customers, starting with the use cases (order tracking, appointment management, and more) that were seen as major call drivers in the contact center.

Guided self-service flows maximize adoption and self-service containment across web, email and IVR touchpoints. They also  provide a consistent omnichannel experience with continuity to the contact center.

The intelligent virtual agent came in to understand customer intents, answer questions and devise ways for continuously improving the experience. 

Results

For one of the major use cases, our client has been able to deliver end to end self-service for 96.1% of customer requests on the web site, drastically reducing contact center staffing needs. The solution has also reduced customer effort across the board and has increased overall adoption of self-service capabilities. 

As the entire solution, including the guided self-service flows, integrations to back-end systems, and the intelligent virtual agent, was built in a no-code visual designer, the client is able to make changes rapidly and improve the customer experience and business outcomes on an ongoing basis.

Using the Jacada platform, our client is able to manage the look and feel of the whole experience so that they can either white-label the experience or brand it per their retail partners’ preferences.

We’re so glad our client is able to maintain customer intimacy and boost digital adoption despite going to market through their business partners in a B2B2C model — a testament to our client’s commitment to leading with digital-first customer service.

What's Next

Our client is constantly looking for ways to improve the CX by leveraging insights from reporting and analytics. While the solution has been running in their private cloud for several years now, they are now exploring options to migrate to Jacada’s public cloud.

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