Conversive for Customer Care:
Simply Superior

Old Chat isn't Ready for the New Customers

We've become a nation of typists. The "phone" is now used as much for texting as for talking. We "chat" with friends by typing into an instant messaging window. A "search" is conducted by typing into a query box, not looking under couch pillows. The ability to win customers over through text communications is now an enterprise imperative.

But ask anyone who's used online chat lately and they'll tell you: It's not there yet. Chat is too often slow and filled with "canned answers" that aren't quite on topic. Often answers don't come for minutes on end. That doesn't make anyone happy. Customers deserve better.

Just as importantly, conventional chat doesn't scale effectively for the enterprise. There are few tools to make agents more efficient. Chat solutions have few ways to leverage the many platforms and systems available in the contact center.  And in spite of all the self-service capabilities built into the enterprise web site, chat doesn’t really integrate with that, or have an effective self-service component. Conventional online chat has not really improved as a customer service tool since it made its entrance onto the scene over 10 years ago.  Until now.

The Conversive Revolution.

Conversive changes the game for online customer care. It arms your agents to answer questions accurately, intelligently, instantly. Conversive makes online service faster, better and more consistent, creating a dramatically better customer experience and saving you money.

No other solution combines automated responses and live-agent communication into such a powerful service tool. Our intelligent engine focuses the conversational process, clarifying customers; needs more quickly. When an agent is involved, Conversive provides the agent with its best suggested responses. Either way the interaction is fluid, rapid and consistent with your business rules and brand guidelines.

The result: Your company can deliver a more consistent, productive, and satisfying customer experience, each and every time. You can transform customer care from a source of expense and heartburn into a source of competitive advantage.

Agents become empowered to handle the tough questions more effectively

Customer care is not just hard for customers.  It's a difficult challenge for the companies that serve them as well. Knowledge and systems can be expensive to support and present an ever-growing administrative challenge. And agents have their own real-time collaboration needs, with customers waiting. Agents are burdened with learning, retaining and accessing increasingly complex information about products, services, rules, and promotions. And that takes a lot of training, as well.

With Conversive, your agents are assisted with high value responses plus the ability to easily collaborate with supervisors or specialists to get issues resolved quickly.   So they are more productive, more effective, and happier in their work.

Gain valuable insights that improve performance over time

With Conversive for Customer Care you can see how your customers and agents interact, what types of questions are raised and how effectively you respond.  Key Performance Indicators such as handle time and agent utitlization are maintained.  That provides critical input that can help you head off questions earlier, use your agents better and leave your customers more satisfied.

It's easy to get started

The Conversive Customer Care solution has a narrow footprint and well-structured API's that enable it to work well with your existing customer support systems.  And with the expertise of our professional services staff you can be up and running within days.   In a matter of weeks of deployment Conversive's Customer Care solutions will typically be capable of answering more than 70% of your customers' questions.

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