Solution
Key trends impacting customer and employee experiences
Customers expect exceptional, personalised experiences
- 96% of customers would leave a business if they deliver a bad customer experience (Forbes, 2022)
- 38% of Gen Z and millennial customers say they’re likely to give up on resolving a customer service issue if it can’t be resolved in self-service (Gartner, 2023)
Organisations are not set up to deliver & staff are disengaged
- 53% of agents do not have proper visibility of information to understand the customer context (Forbes, 2019)
- 49% of customer care employees report growing attrition in past 12 months (McKinsey, 2022)
Generative AI will be a game changer in improving both the customer and employee experience
- 80% of customer service and support organizations will be applying generative AI by 2025 (Gartner, 2023)
- 30% of agents could be replaced by Gen AI by 2025 (Gartner, 2023)
Employee experience is a key driver of customer experience
- 47% of companies allow employees outside the contact center to support agents in solving issues (Metrigy, 2023)
- Humans thrive when they collaborate, solve challenges together, and feel part of a team
Employees are highly effective working in a hybrid workstyle within familiar collaboration platforms
- Organizations are seeking to extend collaboration to Unified Communications and Line of Business Applications
- Microsoft Teams surpassed 320 million Monthly Active Users
- Over 17 million Teams Phone PSTN enabled users
- Over 2,000 Lines of Business Applications available in the Teams App store
What's in it for me?
Exceptional experiences for customers and employees
Front Office (John in Customer Service)
John can receive and send communications across any communication channel, and has all the information he needs within a single familiar application, removing the need to constantly switch across multiple apps.
He has access to the complete customer record history from within his CRM system whether that is Dynamics365, Salesforce or another popular CRM.
John enjoys the benefits of a Hybrid working model – splitting his time between working from the Office or from Home. He can collaborate with his other colleagues taking advantage of Microsoft Teams including the ability to use Swarm Groups to solve problems rapidly.
The entire team enjoy the benefits that the Solgari copilot provides them by transcribing and summarising every conversation making it simple to both transfer a customer to a specialist or simply to update their own customer records using the automated summary and saving a ton of time.
As a member of a defined customer service queues John is also assisted by his supervisor who can listen/whisper/barge into conversations to help coach and support John live on calls and in training sessions.
Jessica the Back Office Operations Specialist
Jane the Specialist in Middle Office
Jane is a specialist in her field and is often engaged in solving customer service queries by the customer service team, she also supports the sales team in customer calls working from within her Team application.
She greatly appreciates the fact that the Solgari copilot provides her with a clear summary and the current sentiment of every customer call that she engaged in.
This helps the customer feel understood and avoids having to ask them to go back over any detail they have already shared and be able to quickly focus on the solution.
Jane can receive and send communications across any communication channel, and has all the information she needs within a single familiar application, removing the need to constantly switch across multiple apps.
She has access to the complete customer record history from within his CRM system whether that is Dynamics365, Salesforce or another popular CRM.
Jane enjoys the benefits of a Hybrid working model – splitting his time between working from the Office or from Home. He can collaborate with his other colleagues taking advantage of Microsoft Teams including the ability to use Swarm Groups to solve problems rapidly.
The entire team enjoy the benefits that the Solgari copilot provides them by transcribing and summarising every conversation making it simple to both transfer a customer to a specialist or simply to update their own customer records using the automated summary and saving a ton of time.
Alice the Customer
Can connect via her preferred communication channel – self-service chat bot, voice call, SMS, email or social channel including WhatsApp, Facebook Messenger, Line or WeChat.
If she can’t find the answer she needs via the self-service chatbot, Solgari’s intelligent routing engine quickly connects her to someone who is able to help in the right department.
Whichever way she chooses to connect, Alice always feels like she is dealing with an organisation that is working hard to offer her flexible ways to connect, at any time of day or night and that the organisation knows her and is proactive in helping her with any query.
Front Office (Bob in Sales)
Bob can keep on top of all his customer interactions and use automated outbound customer campaigns and citizen outreach which can be run from within Teams or the preferred CRM, using voice and SMS channels.
Bob can also receive and send communications across any communication channel, and has all the information he needs within a single familiar application, removing the need to constantly switch across multiple apps.
He has access to the complete customer record history from within his CRM system whether that is Dynamics365, Salesforce or another popular CRM.
Bob enjoys the benefits of a Hybrid working model – splitting his time between working from the Office or from Home. He can collaborate with his other colleagues taking advantage of Microsoft Teams including the ability to use Swarm Groups to solve problems rapidly.
The entire team enjoy the benefits that the Solgari copilot provides them by transcribing and summarising every conversation making it simple to both transfer a customer to a specialist or simply to update their own customer records using the automated summary and saving a ton of time.
Richard the Supervisor
Richard manages the customer service team and has full access to all communications across every channel enabling monitoring and coaching of agents within live conversations.
Richard can monitor the customer service team’s performance with live AI powered reports and wallboards and can quickly manage any changes required from a simple web portal to meet customer demand.
Richard also has and access to the recordings of every customer engagement across every channel ensuring the organisation meets any regulatory compliance requirements and for customer service agent training.
Maria in Field Service
Maria is out in the field and enjoys being able to manage all of her communications with customers and with her team working in Solgari for Teams on her smartphone for maximum mobility.
Maria can receive and send communications across any communication channel, and has all the information she needs within a single familiar application, removing the need to constantly switch across multiple apps.
She has access to the complete customer record history from within her CRM system whether that is Dynamics365, Salesforce or another popular CRM.
Maria enjoys the benefits of a Hybrid working model – splitting her time between field work, working from Home or the occasional Office visit. She can collaborate with his other colleagues taking advantage of Microsoft Teams including the ability to use Swarm Groups to solve problems rapidly.
The entire team enjoy the benefits that the Solgari copilot provides them by transcribing and summarising every conversation making it simple to both transfer a customer to a specialist or simply to update their own customer records using the automated summary and saving a ton of time.
