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Q4 Product Release: Introducing Digital Engagement, Voice Bot and more

Puzzel's Q4 Product Release includes a new Digital Engagement solution plus new features for the Puzzel Contact Centre.

Today we’re excited to launch Digital Engagement – a new solution for delivering digital-first customer experiences.

Imagine you want to upgrade your coffee machine. So you jump onto your favourite brand’s website and a chatbot greets you by name: “Hi Sam, nice to see you again!”. You then browse through a few models and linger on the top machine. Another message pops up: “Sam, would you like to see this model in action?” You accept and receive a video call from a customer service agent who walks you through the top features. Satisfied, you end the call and head straight to checkout. Whoops! You almost forgot to buy coffee pods. You receive another message: “Sam, we notice you haven’t bought coffee pods in a while. Would you like us to add a box to your cart?” Perfect!

In today’s digital world, almost 90% of customer journeys begin online [1]. Like Sam, when we want to buy a product or service we head straight to Google or a company’s website. But when it comes to actually buying the item, many of us still travel in-store. That’s because if we’re purchasing a high-value item like a coffee machine, we want to be able to see the product, ask questions, and get personalised advice, which can only be done in-store.

It’s a similar story for customer service. If we have a question about our health insurance policy, most of us jump onto our provider’s website first. But if we can’t find the information we need, we then have to pick up the phone, send an email, or travel in-branch.

Enter Digital Engagement…

With a digital engagement solution, brands can now deliver end-to-end buying and customer service experiences on their website.

Marketing and sales teams can engage web visitors from the moment they land on their website and support them with personalised service right through to purchase. This can be delivered through automated chatbots or via live channels.

Customer service teams can also deliver more effective customer support. They can spot when online customers are having trouble finding what they need and offer proactive assistance via the most efficient channel.

Digital Engagement features at a glance

Here’s a glimpse of what you can do with our new Digital Engagement solution:

  • Understand your customers: Build a profile of every person who visits your website to understand why they’re there, what they’re looking for, and how you can help.
  • Convert and nurture web visitors: Create triggers to proactively engage customers with the right offers, at the right time, to increase sales conversion and customer satisfaction.
  • Deliver visual support: Video chat with customers and share web sessions to assist them with complex tasks and deliver a more personalised digital customer service experience.
  • Manage contact volumes: Stay in control of inbound contact volumes by guiding online customers to the most efficient channel for their customer service enquiry based on your own business rules.
  • Grow your revenue, not your headcount: Build an intelligent AI-powered bot that can answer customer enquiries and perform simple service tasks 24/7.

You can learn more about our Digital Engagement solution here.

New features within the Puzzel Contact Centre

In addition to Digital Engagement, today we’re also excited to launch Visual Media, Voice Bot, Real-time Voice Interaction Analytics and Real-time Reporting Dashboard. These new features simplify voice and video experiences to drive customer empathy, improve support for agents during live interactions, and give managers a clearer overview of contact centre performance.

Visual Media

Visual Media makes it easier for your customers to explain common product and service-related problems. Using a mobile device, they can now initiate a one-way video call with an agent to visually demonstrate an issue, such as a burst pipe or faulty device, and provide more context. During the call, they can freely switch between their front-facing and rear-facing cameras. They can also take a photo or video of the issue and send it to the agent.

Voice Bot

Interactive Voice Response (IVR) systems can be difficult for customers to navigate. Callers can easily pick the wrong menu option or miss it completely and have to start the whole sequence again. They are also difficult for companies to build. Providing too many menu options risks confusing your customers, while providing too few risks routing them to the wrong support team and having to transfer the call.

To simplify this process, Puzzel now offers Voice Bot. Voice Bot is an IVA (Intelligent Virtual Assistant) system that enables customers to verbally state their reason for calling rather than selecting a pre-defined menu item. ASR (Automatic Speech Recognition) technology then converts the customer’s speech into text, identifies the keywords, and directs them to your most relevant department for support. If the Voice Bot is unsure where to direct the customer, it can ask follow-up questions to better understand their needs.

Real-time Voice Interaction Analytics

With Real-time Voice Interaction Analytics, we can now analyse customer service calls in real-time and provide your agents with helpful suggestions based on their conversation. Previously, this feature was only available for text-based interactions. However, agents can now get the support they need to answer customer enquiries efficiently and effectively both online and over the phone.

Real-time Reporting Dashboard

Customer service leaders need to be able to quickly gather and analyse data from different sources to assess their contact centre’s performance and decide on the next-best action for their team. Puzzel’s new Real-time Reporting Dashboard makes this easier than ever, with leaders able to visualise their most important metrics for all channels, including agent performance, in one place.

Want to see our new products and features in action?

Join our webinar on Thursday, December 16, to learn more about our latest releases and the benefits for your contact centre. Secure your place here.

[1] https://www.salesforce.com/blog/customer-retail-statistics/

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