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The customer experience has never been more important, informed by technological advancements such as Google Predictive Search, and the collective power of social media to influence consumer sentiment and behavior. As an executive responsible for customer care, you face the challenge of meeting rising expectations without increasing costs.

Strong growth in the variety and utilization of connected devices – from PCs to smart phones and tablets – has made the online channel the one consumers love to use. It is an opportunity for companies to redefine and dramatically improve customer service and manage costs - if they can predict customer needs and address them quickly and courteously – the first time, every time.

Predictive Experience (Px) Solutions for Service, available only from 24/7 Customer, deliver the innovations in online customer experiences that enable our clients to 'Change the Game' and step into the future. And, because they are cloud-based, they can be deployed quickly without disrupting your care infrastructure.

How do we take the online experience to a new level? Unlike proactive chat and reactive web-self-service, Px for Service predicts not only who needs assistance, but where, why and how. And it goes further by integrating self-service and chat in a compelling interface that guides customer journeys across multiple pages and queues if necessary.

This new level of service is making the online channel the preferred channel for service. Customers enjoy the efficiency and effectiveness of predictive service – they are delighted to resolve their issues quickly, in-channel, with minimal effort.

Benefits

Through its prediction platform, Px for service analyzes web behavior, customer data, call data and individual journeys of your web visitors to help segment end-customers with a high propensity to call. It then eliminates the need for the call by providing a highly personalized and unique predictive chat or self serve interaction thereby eliminating potential calls from the website.

Through its integrated analytics engine, Px for Service analyzes AHT, ASA, call types and waiting times, and identifies calls on your ACD are of low business value or present little or no opportunity to enhance the relationship with your end-customer. It then deflects these calls to a highly personalized and unique predictive chat interaction on your website thereby reducing call volume and lowering cost per contact.

Through its problem predictor module, Px for Service analyzes the web behavior and customer journey of your web visitors and attempts to enhance customer experience on your website by providing a customized self-service widget to solve the specific problem faced by the customer. This results in more personalized web experience and a reduction in calls.

Px for Service transitions from its self help module to the Predictive Chat module seamlessly, while your visitor is on the website, preserving the context and history of the journey. This helps in better resolution in the chat channel without the need for the visitor to call the contact center.

Unlike traditional self service, Px for Service is personalized and provides specific help at each stage of the visitor's journey on your website. Its query-response model improves the speed of the response and decreases ALC and through advanced text mining identifies drivers that improve CSAT and decrease DSAT

Px for Service is deployed at multiple companies across various industries - Airlines, Telecommunications,Technology and Banking and Financial Services.