The Challenge

Our client is a leading global international property and infrastructure group who lacked a single view of their customer, discrete customer engagement channels and did not provide self-serve options.

The Solution

We built a customer-centric journey map and defined the Customer Engagement Framework to support that journey. We deployed a Customer Assist bot on the company’s website to handle inbound requests from customers, 24x7. The chatbot seamlessly integrates into the CRM platform to update lead/contact information and also integrates into the ACD platform so seamless handoff to associates can be initiated when needed.

The Results

With the implementation of the chatbot and a sophisticated omnichannel strategy, our client saw a 30% increase in digital conversions, a 15% increase in total leads created, and a 46% reduction in lead to opportunity cycle time. The implementation of the customer assist chatbot also drove an 86% reduction of basic inquiries handled by associates, freeing up time to focus on more complex interactions.