Optimizing Customer Service
Deep-dive into customer journeys – reducing call times and increasing resolution rates.
Metriscope eliminates many of the online customer experience issues that drive customers to require expensive human interaction in the first place. However, when human interaction is required, Metriscope radically improves the effectiveness of customer service operators by providing unique insight into each customer’s journey and experience.
Metriscope records all customer journeys, not just samples.
Whether a customer calls a customer service line or engages in online chat, the journey can be instantly recalled by the operator and replayed. Powerful integrations with CRM and chat software mean that replays can be easily accessed from within these solutions as well.
Metriscope records all customer journeys, not just samples.
Whether a customer calls a customer service line or engages in online chat, the journey can be instantly recalled by the operator and replayed. Powerful integrations with CRM and chat software mean that replays can be easily accessed from within these solutions as well.
Customer Service Representatives
can quickly find, replay and then bookmark problematic customer journeys as needed. Contrast this to how customers often cannot accurately describe a website issue they encounter, leading to difficulties in being able to fully understand, quantify and resolve the issue
The Power To Please
1
Save money Reduce call handling costs
2
Shorten call times Increase first call resolution rates
3
Enhance customer experience Leverage customer service calls to significantly enhance the overall customer experience
Metriscope can assess how often a problem is occurring
Metriscope can assess how often a problem is occurring, and what the opportunity cost is in terms of revenue. We can also determine the exact nature of the problem, so it can be corrected as needed. This positive feedback loop means that customer service constantly contributes to a better online customer experience, resulting in lower customer service costs for your business.
Visual replay of the customer journey
Our visual replay of the customer journey provides evidence to support a refusal to pay unwarranted claims or deliver undeserved goods or services. It can also be used to support litigation and help in the prosecution of fraudsters.
Talk to an expert
The future of optimizing your digital customer experience is here. With Metriscope, it is easy to discover and monetize the revenue opportunities in your customer journey data.
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