Delivering a personalised service across channels can be challenging for businesses. To help address this, Telviva One Premium offers seamless multichannel engagement, CRM integration, and the ability to automate low-complexity service interactions in digital channels.
Improving customer experience is no longer just about having a competitive differentiator; rather, research shows that brands who get this right can benefit from a price premium, increased loyalty and higher customer spend over time. Providing a good, personalised experience has become harder, though, as customers have been given more choice with how they engage with brands.
To help South African businesses evolve beyond basic voice communications, Telviva One Premium offers synchronised, multi-channel engagement across voice, web, and WhatsApp, and a whole lot more.
The challenge, however, isn’t about adding channels but what you can do with the channel in order to make a real impact, either to enhance operational efficiency within the organisation or improve the customer experience. Adding more channels is only the first step – where do businesses go from here? This is where Telviva makes a world of difference.
As a managed Unified Communications as a Service (UCaaS) provider, Telviva focuses on four key areas of business transformation:
- Automation – results in the streamlining of tasks for efficiency and error reduction
- Integration – connecting backend business systems, such as a CRM, allows for seamless data flow and collaboration
- CX improvement – using personalised solutions to enhance the customer experience
- Orchestration – coordinating processes allows for smooth, consistent operations
Automating mundane processes
By being closely involved, Telviva is able to guide businesses on their digital journey when it comes to business communications. After the first step of adding more channels, the next consideration is automation.
Rather than just providing organisations with a software solution and moving on, Telviva works with customers to examine workflows and identify what components can do with basic automations like an auto reply, and which ones require robotic process engineering where technologies such as artificial intelligence (AI) can be used to provide answers in natural language to the customer.
As an example, Intercape wanted to consolidate WhatsApp and web chat with the rest of their communications, while also enhancing the experience for the end user. Telviva used generative AI to develop automations to handle frequently asked questions (FAQs) from customers, thereby reducing agent workload. Seamless escalations and handoff to service agents means that end users have access to customer service that is digital when they want it, but human when they need it. An example of this is having a web chat that can be seamlessly upgraded to a voice or even video call should the user want to speak to an agent.
Integrating to bring in context
Telviva One also seamlessly integrates with popular CRMs such as Salesforce, Zoho, Zendesk, and other business systems, enabling click-to-dial and contact lookup functionality, while empowering businesses to enhance customer interactions by providing real-time customer data. In the example of Intercape, integration with the company’s booking system allowed for tickets to be sent to customers via WhatsApp in addition to traditionally used channels.
Intercape saw a 200% year on year growth in the use of WhatsApp and web chat even as the use of phone calls declined. In addition, chat engagements reduced the burden on employees, with a single agent being able to attend to four chats simultaneously, as opposed to being able to serve only one caller at a time. Through the use of web chat and WhatsApp, the company saw an improved turnaround for resolution, while integration with the CRM and access to past communications has helped in enhancing personalisation.
It becomes clear then that simply adding more communications channels does not give a business a competitive advantage – after all, everyone is adding more channels. The key to multichannel success is being able to identify what customers’ needs, wants and requirements are, and then being able to deliver over various channels, either through automations that use natural language while remaining customer-centric, or through being handed over to a human agent who has all the relevant context to enable personalised conversations at their fingertips.
Is your business looking to take the next step in enhancing customer experiences? Contact us today to find out how automations and integration can help your brand deliver personalised interactions across multiple channels.
