HGS Smart Web Self-Service Resolves 97% of Customer Issues Online
Harvard Business Review study results state that low effort scores led to a 94% likelihood to repurchase and an 88% chance to increase spend.
Your customers have digital expectations. They want accurate, relevant, and complete answers to their questions, on first contact. They demand a web experience that's fast, low-effort, and engaging. Our DigiWEB® provides the right answer for you and your customers—real outcomes, from improved CSAT and NPS to faster customer query resolution, reduced shopping cart abandonment, enhanced experience, and cost-containment via deflection of contacts from higher-cost channels such as voice.
HGS End-to-End Web Channel Solutions Deliver the Right Answer Fast
An intelligent knowledge base learns and improves performance. Analytics provides insights into where customers need the most support, and automated virtual assistance with FAQs.
Engagement is pivoted to the appropriate channel depending on the nature of the query and the engagement platform. For example, complex inquiries may require live agent voice support or video illustration, while interactions from mobile devices may require text message support.
Stellar service includes usability optimization, decision trees, knowledge base integration, interactive videos, content pushes, co-browsing, and pivots to online chat or voice support.
Cloud-based solution is capital and asset light and can be designed, launched, and managed as a custom portal or integrated with your existing customer support page on your website.