Businesses these days receive hundreds and even thousands of customer queries daily. For any customer service representative, it becomes tremendously difficult to keep track of these issues, specifically because of the three Vs
With inconsistent similarities between large amounts of incoming data along with the frequency of product updates, it adds exponential complexity to the process of unearthing trends in the data. This data can be created from various data sources including customer-created tickets, service requests, bots, customer reviews, case objects from different CRMs, help articles, or even FAQs. While these datasets share the same ground of belonging to customer interactions, they all can have extreme differences in terms of unearthing actual actions to be derived from them.
At Ascendo, we call these “Interactions”. What is common across these interactions is that they deal with symptoms/problems/ that a customer needs. Each of them needs an understanding of what the “root cause” of the request is. Then the root cause should be mapped to the relevant solution/knowledge to surface it back to the customer.
At Ascendo we believe in
Resolution instead of Deflection
Resolution instead of just opening a ticket
Resolution before Escalation
Ascendo takes you on a journey to find out what you have been missing! For very raw data, Ascendo generates information, which in turn is converted to knowledge. This knowledge comes in the form of problems, symptoms, root-cause, and solutions. And this knowledge comes to you in the simplest of forms. All you have to do is swing the magic wand and get all the insights that can make your experience with your end-customers fantastic.
Download the full whitepaper to read more on this...