Posted by Mandeep Singh Kwatra
Today’s mobile and digitally empowered customers want to interact with brands in their channels of convenience and expect a consistent ability to buy, make a change, or resolve an issue regardless of channel.
According to Bain, 80% of CEOS believe they deliver a superior customer experience; however, only 8% of their customers agree. This is a critical disconnect, and HGS DNA (Digital Natural Assist) is the solution to deliver a better CX result. HGS DNA is a platform and operational framework that leverages knowledge to optimize an organization’s self-service and unified consumer engagement execution; humanizing support and making it more natural. HGS DNA bridges multiple systems, channels, and knowledge repositories to create a seamless and consistent support environment across self-service channels or by a live agent (when required) which results in lower operational cost of service and better customer experience.
- Decrease call volume
- Increase first contact resolution
- Reduce long average handle times
- Improve low customer experience rates
- Uncover trends to better understand customers’ needs
- Provide consistent brand messaging