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Unbabel supports easyJet to create international customer service ‘super agents’

90 million-passenger airline adopts Unbabel’s unique translation platform to serve new geographies and customer bases and saves up to 76% compared to native speaker service

London, UK; Lisbon, Portugal. 23rd April 2019. Unbabel, the AI-powered, human-refined Translation-as-a-Service platform, has partnered with easyJet, Europe’s leading airline, to drive new efficiencies and improved service to its customers across multiple languages.

Unbabel is enabling the airline to offer near real-time translation of customer chat and enquiry tickets, in up to 29 languages, via its unique machine translation technology. This is opening up more languages to easyJet and increasing customer satisfaction within existing customer bases.

The translation platform is also equipping easyJet to deal effectively with a wider customer base ensuring their queries are handled quickly and efficiently without the need to wait for human translators or relying on internet translations.

Since late 2018, all of easyJet’s Dutch and German live chat has been handled by English speakers using the AI-powered platform and during that time customer satisfaction has increased 4.2% when compared to languages served by native speakers. Additionally, German rose from 5th to 2nd in terms of popularity of language within easyJet customer enquiries.

An initial pilot project ran over two months in 2017, coinciding with easyJet’s busiest annual period, and challenged Unbabel to provide near real-time translation of customer enquiries. Through adopting the translation-as-a-service platform, easyJet observed an improvement in average handling time for enquiries.

Karen Cox, Director of Ground Operations & Customer Management Centres, at easyJet, said: “Unbabel’s solution helps to maintain a high level of quality and customer satisfaction and provides us with flexibility during language spikes. Our Unbabel-powered ‘super agents’ are ensuring that we stay agile as a company and means that we are now able to offer everyone the same high-level customer journey. With a major drive to deliver value on behalf of the customer, we feel confident that Unbabel offers the best solution.”

Vasco Pedro, CEO of Unbabel, commented: “In 2019, more and more businesses are waking up to the fact that they are operating in an ever more multilingual market. When customer satisfaction is at the top of the business agenda, being able to serve customers immediately in their native language represents a great competitive advantage. We’re delighted to partner with easyJet, and have already seen a demonstrable impact on customer satisfaction and customer retention metrics.”

Cox added: “Knowing that Unbabel has the integrated AI and human platform to support the user journey really demonstrated the warmth and care we look for in our customer service.”

Looking to the future, Unbabel is set to help easyJet move into further new markets, with plans to accommodate customers from countries such as China and the Nordics. The airline will also invest in messaging to a far greater degree, serving customers through channels like WhatsApp, Facebook Messenger, and Apple Business Chat. As a result of Unbabel’s, easyJet customer advisers will continue their exposure to new geographies and markets, as well as building experience with disruptive new technologies like AI and Machine Learning.

ENDS

About Unbabel
Unbabel’s Customer Service Solution allows modern enterprises to understand and be understood by their customers in dozens of languages.

Powered by state-of-the-art AI and refined by a global crowd of thousands, Unbabel helps global brands like Booking.com, Facebook, Skyscanner, easyJet, Under Armour and Rovio remove language as a concern, increasing customer satisfaction and building a more efficient customer service operation in the process.

Backed by Scale Venture Partners, Notion, Microsoft Ventures, Salesforce Ventures, Samsung NEXT, and Y Combinator, Unbabel is accelerating the shift to a world without language barriers.

For more information visit unbabel.com

Contacts
For interview and commentary requests, please contact the following Unbabel media Contacts:
UK & Europe: Edward Clark: +44 (0)203 697 6680, [email protected]
US & Canada: Jennifer Reid: +1 604-401-2329, [email protected]

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Unbabel Opens Registration for Exclusive Lisbon Customer Centric Conference

Join 100 of the fiercest customer centric experts in Lisbon for Unbabel’s Customer Centric Conference on June 6th.

Lisbon, April 04, 2019: Limited registration is now open for Unbabel’s Customer Centric Conference (CCC), which will bring together key experts, technology and ideas at the heart of customer experience from across Europe and North America.

The conference will see experts presenting and attending from Vimeo, Rakuten Marketing, Majorel, Concentrix, Universe, and Booking.com, among others.

Customer Centric Conference

Customer Centric Conference

The AI-powered, human-refined translation customer service solution provider is releasing a small number of tickets for customer experience specialists to join its customers, industry influencers, key speakers and media as they discuss the key trends, challenges, and opportunities in customer service today.

Held during Lisbon’s most iconic celebration time, attendees of the June 6th event will get an opportunity to enjoy the city’s festivities as well as insight from some of the top customer service advocates in the industry, with several customer case studies presented live during the course of the day.

The event will also give attendees the chance to network with peers and Unbabel executives, as well as participate in an interactive, discussion-led agenda. There will be a series of breakout sessions under the following themes.

Doing more with less”: Leveraging technology to support a bigger number of increasingly demanding global customers while keeping a lean team.

Knowing what to measure”: If you’re like us, you’re tired of relying on CSAT. What should we measure and why?

Learning from disaster”: When disaster strikes, customer advocates are the first responders. How do we prepare, what can’t we prepare for, and how do we maximize learning in the aftermath?

Vasco Pedro, Unbabel co-founder and CEO, commented: “Our Customer Centric Conference is a meeting of the best minds in CX today who want to break down barriers so that everyone across the world who buys a product or service has access to great support. We purposely keep numbers to a strict 100 for this event to maintain a strategic focus on innovation in customer service technology, and our presenters are going to discuss and demonstrate some really cutting edge trends powering their support operations.”

Click here to register your interest for Unbabel’s Customer Centric Conference today: https://unbabel.com/news/unbabel-opens-registration-for-exclusive-lisbon-customer-centric-conference/

-END-

Contacts

For further event information: Mariana Silva at [email protected]

For media enquiries: Ilona Hitel: +44 (0)203 697 6680 / [email protected]

About Unbabel
Unbabel’s Customer Service Solution allows modern enterprises to understand and be understood by their customers in dozens of languages.

Powered by state-of-the-art AI and refined by a global crowd of thousands, Unbabel helps global brands like Booking.com, Facebook, Skyscanner, easyJet, Under Armour and Rovio remove language as a concern, increasing customer satisfaction and building a more efficient customer service operation in the process.

Backed by Scale Venture Partners, Notion, Microsoft Ventures, Salesforce Ventures, Samsung NEXT and Y Combinator, Unbabel is accelerating the shift to a world without language barriers.

For more information visit unbabel.com

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Facebook and web lead the way for UK customer experience

New Eptica study finds 89% of consumers will switch brands if trust breaks down

Reading, UK, 21 March 2019 – UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study.

Eptica Digital Trust Study Infographic

Eptica Digital Trust Study Infographic

While brands answered 69% of all routine queries via the web, email, Facebook and Twitter, this masked wide gaps between different brands, sectors and channels. For example, a bank took 8 days to respond to an email. One fashion retailer answered a tweet about ethical sourcing policies in 17 minutes, yet another took 50 hours.

Trust is increasingly central to customer relationships. 89% of consumers surveyed said they either will stop buying from brands that they don’t trust or will spend less. Around half (49%) said they would switch immediately. Building trust begins with delivering on basic promises – 59% ranked giving satisfactory, consistent answers as a top three factor in creating trustworthiness, while 63% rated making processes easy and seamless as key.

The web was the most accurate and comprehensive channel for customer experience, with brands answering an average of 75% of routine queries. It was followed by Facebook, where brands successfully responded to 57% of questions (nearly doubling from 30% in 2017). This was significantly ahead of Twitter (45%), despite the channel’s reputation for delivering customer service.

Email brought up the rear. 37% of brands satisfactorily answered a basic question, with average speed ten times slower than social media. Chat continued to grow in importance, with 44% of brands claiming to offer it – yet just 26% had it operational when tested, a slight improvement on 2017’s 24%.

The Eptica Digital Trust Study builds on research first conducted in 2012 by customer experience software provider Eptica. It combined real-world evaluations of 50 brands in five sectors with consumer research on attitudes to customer experience and trust. Evaluation questions included asking about multi-policy discounts (insurance), ethical sourcing policies (fashion), changing a booking (travel), cancelling debit cards (banking) and allergy labelling (food and drink).

“Brands face multiple challenges when it comes to customer experience,” said Olivier Njamfa, CEO and Co-Founder, Eptica. “Consumer expectations are continually rising, while the volume and complexity of queries and interactions are growing. Trust is crucial to engagement and loyalty, but the 2019 Eptica Digital Trust Study shows that many brands are falling at the first hurdle, with their inability to get the basics right undermining reputation and revenues.”

Accuracy 2019 versus 2017

Speed 2019 versus 2017

Web

75% vs 66%

n/a

Email

37% vs 43%

37 hours 59 minutes vs 46 hours 42 minutes

Facebook

57% vs 30%

3 hours 24 minutes vs 2 hours 21 minutes

Twitter

45% vs 39%

4 hours 53 minutes vs 57 minutes 19 seconds in 2017

Chat

90% vs 87%

6 minutes 14s vs 4m 40

Total

69% vs 59%

While brands answered 69% of queries overall, nearly a third either did not receive a response – or that replies failed to answer the question. This backs up consumer beliefs that brands are ignoring them – just 8% of respondents said that brands were listening all the time, missing out on the insight needed to drive improvements and strengthen trust.

Inconsistency and gaps growing
The Study found growing gaps between best and worst performers, between channels and within sectors:

  • Fashion retailers successfully answered 60% of questions across all channels, while insurers only managed under half (46%)
  • In the travel sector, three brands scored 100% on the web – yet two rivals only answered 40% of questions.
  • None of the banks surveyed successfully responded to an emailed question – yet 80% of them answered it on Twitter, and 45% on Facebook.

At a time of greater pressure on resources, brands need to take a more holistic view across channels to drive a consistent, efficient customer experience that builds trust.

As well as accuracy, the Eptica Digital Trust Study also measured consistency between channels. Well over half (58%) of companies were completely inconsistent with no answers matching on more than one channel. Consistency varied wildly within sectors – for example, one travel company said on Twitter that it was free to amend a booking, but responded on Facebook saying it would cost £35 per person to do so.

The study evaluated 50 UK brands, split equally between the fashion, food and drink, travel, insurance and banking sectors. Brands were rated on their ability to answer five routine questions via their websites, as well as their speed, accuracy and consistency when responding to email, Twitter, Facebook and chat. Additionally, 1,000 UK consumers were surveyed on their attitude to trust, its relationship with customer experience and on loyalty and brand reputation. All research was completed in Q1 2019.

A full report, including the study results, graphics and best practice recommendations for brands to transform customer experience is available at https://www.eptica.com/dtcxst.

An infographic on the results is available at https://www.eptica.com/resources/white-papers.

-Ends-

Eptica is a leading European technology company specialising in intelligent platforms for digital customer experience. Eptica provides conversational and collaborative solutions powered by AI.

Founded 17 years ago by Olivier Njamfa, Eptica supports brands to make digital CX the key link in the value chain, ensuring their customer service delivers value to consumers and across their business.

Globally, more than 450 organisations across all industries rely on our solutions on all digital channels, including Self Service & knowledge base, email, chat and social media.

We enable millions of individuals to engage in meaningful conversations with brands improving daily lives for everyone. Customers include AXA, L’Occitane Group, Dixons Carphone, Crédit Agricole, Co-operative Energy, Domestic & General, Ageas Insurance Solutions, Hastings Direct, TUI, Debenhams, Capita, RSPCA and Birmingham City Council.

Specialising in Natural Language Processing (NLP), Eptica makes the best use of AI and cognitive technologies for CX, enabling brands to improve:

  1. Customer Satisfaction, loyalty, and sales
  2. Competitiveness: equipping organisations with bots that automate simple tasks and provide decision support tools to enhance agents, generating greater productivity and allowing agents to focus on more complex conversations and enabling sales
  3. Customer Intelligence: turning VoC data into actionable insight and sharing it throughout the company to continuously improve the customer experience and to guide brands and their operations.

Eptica has offices in Paris, London, Boston and Singapore. Follow us on Twitter: @Eptica.

Discover our news and opinions on the market in our blog.

For further information, please contact:
Measures Consulting
Chris Measures +44 (0) 7976 535147/ [email protected]



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Sytel and Afiniti Partner to Bring World-leading AI Products to the Contact Center to Enhance Agent Performance and Improve Customer Experience

February 28, 2019, London England Afiniti and Sytel are excited to announce a transformative partnership that combines Afiniti’s AI expertise with Sytel’s best in class contact centre solutions. This partnership provides a native integration of Afiniti Enterprise Behavioral Pairing™ (“EBP”) with the world-leading Sytel AI Predictive Dialer, enabling all customers to activate Afiniti EBP quickly and easily.

Sytel logo

Sytel logo

Afiniti’s artificial intelligence service identifies subtle behavioural patterns in order to determine the optimal paring of customers and agents, thereby delivering the best possible customer experience and business outcomes. This process is executed in under 200 milliseconds making it imperceptible to callers and agents alike.

“Afiniti has a fundamental and precisely measurable impact on the bottom line of our customers. We couldn’t be prouder to be partnering with Sytel, an innovation pioneer in contact center software” said Michel Portenier, EVP, Partnerships, Afiniti.

“We are very excited to bring the power of our outbound dialing AI to the Afiniti Pairing Product”, said Michael McKinlay, CEO of Sytel. “Bringing together best of breed with best of breed gives customers an unbeatable solution. As well as unbeatable outbound, Afiniti customers will also have access to Sytel call blending and inbound voice solutions.”

About Afiniti
Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability. Afiniti operates throughout the world, and has measurably driven billions of dollars in incremental value to its clients.

Afiniti has over 150 deployments in major enterprises across a range of sectors, including telecommunications, insurance, financial services, hospitality and healthcare, and has optimized more than 600,000 agents and 700 million customers. Afiniti’s technology continually learns and improves, analyzing 1.3 million interactions every day to refine its pairings. For more information, please visit http://www.afiniti.com

About Sytel
Sytel Limited develops and supplies Softdial Contact Center® (SCC) multimedia cloud contact centre solutions, for quick and easy deployment. It brings the same world class innovation to the multimedia contact centre that it used in developing its world leading AI Dialer. All Sytel cloud components are secure, resilient and scale seamlessly from 50 agents to 10,000+, whether local, mobile or remote.

SCC is an open system with a full range of APIs, including https, restful and websockets, allowing easy integration of third-party software, CRMs and databases. SCC is multi-tenant and provides support for all social media platforms. Sytel is committed to supporting its customers 24/365. For more information, please visit https://www.sytel.com

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“Customer expectations are driving digital transformation and operators need to react now” says Neural Technologies at MWC 2019

SINGAPORE, 22 February 2019 – Mobile operators’ IT networks are becoming increasingly complex with the growth of additional services demanded by customers each year. It is now more important than ever before for organisations to digitise their business processes to meet customer demands.

To cope with demands previously, IT departments would need to employ an extended workforce to manage both internal and external challenges. From managing current workload, to forecasting and considering future challenges, the difficulties faced by departments lead to higher operating costs that businesses simply do not have the budget for.

MWC Logo

MWC Logo

To cope with the increased level of network interaction, Neural Technologies – global leader in digital transformation technologies – suggests operators integrate a digital platform which centralises business logic to maximise customer experience.

“Information is often stored across different locations across the network, making it difficult for operators to deliver the fast-paced, high-quality services their customers expect,” said Claus Nielsen, Global VP of Marketing for Neural Technologies. “A consolidated neutral interface that integrates different touchpoint channels and orchestrates orders, can consistently enhance customer experience and accelerate order completion rate.”

An essential tool for organisations starting out on their digital transformation journeys is Optimus from Neural Technologies. Optimus is an all-in-one, highly-configurable Event Data Lake Platform that provides Event Data collection and distribution, Event Data management, Revenue Protection, Advanced Automation and Analytics.

A complete transformational strategy is key for successful digital transformation and the Optimus Ecosystem successfully delivers this with minimal risk and an overall lower investment; key requirements for many enterprises. In particular, operators’ challenges in digitising business processes can be solved by the Advanced Automation and Analytics value proposition from Neural Technologies as part of their Optimus Ecosystem.

Claus Nielsen added: “We understand that the changes organisations make now can have effects much further down the line, which is why it is so important for operators to deploy technologies like Optimus to digitise their various business processes at this key turning point at the industry.”

For more information about Neural Technologies and Optimus, please visit www.neuralt.com.

ENDS

About Neural Technologies
Neural Technologies brings Accord and Insight to an open digital world. Optimus, from Neural Technologies, can assist the enterprise in successfully digitising its various business processes in the areas of Revenue Management, Digital Integration, Advanced Automation & Analytics. Ultimately assisting enterprises in successfully completing their digital transformation journey and thereby propelling us all towards an open digital world. Neural Technologies has a global presence with customers in 45 countries worldwide. Founded in 1990, the company has built an international reputation for providing quality solutions to increase the bottom-line for its customers around the globe.

Press contact:
Proactive International PR
[email protected]
+44 (0)1636 704 888

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USU offers Customer Service Solutions via Alexa

Möglingen, Germany, February 12, 2019 – USU business unit unymira has opened a new communication channel for customer service via Amazon’s Alexa. Combining the strength of unymira’s knowledge management software with the leading voice assistant, Alexa can now serve as a digital customer service agent. This is an innovative new solution for customer self-service.

unymira partnered with Versicherungskammer Bayern, a Bavarian insurance company, which enables both prospective and current customers to learn more about specific products such as travel insurance. With Alexa, users can immediately receive clear and simple answers to their questions while simultaneously reducing the number of common customer service inquiries.

However, unymira has taken things a step further than simple voice commands. Alexa can not only answer customer questions but will also pose them herself as an agent would. This creates a more natural service experience and offers a wide range of applications. Live demonstrations will be given at Call Center World expo in Berlin from February 19th to 21st at booth F3/G5 in Hall 3.

“In the future, no omni-channel solution will be able to avoid using Alexa and similar voice assistants. We are one of the first to offer such a real-time and interactive solution. It is based on our active knowledge base Knowledge Center and our chatbot Knowledge Bot. Because all the information is centrally managed in Knowledge Center, it is immediately available to Alexa without the need for any updates or changes,” said Sven Kolb, managing director of USU.

This press release is also available at https://www.unymira.com/en and https://www.usu.de/en/

USU GmbH
Founded in 1977, USU GmbH is one of the biggest European providers of IT and Knowledge Management Software. Market leaders from every sector of the international economy create transparency with USU applications, while also increasing flexibility, decreasing risks and cutting costs.

With intelligent solutions and expertise in digital interaction, unymira is a prime mover in the digitization of business processes. Standard software and consulting services help to automate service processes and actively provide knowledge for all communication channels and customer contact points in sales, marketing, and customer service. The customer-first portfolio in this area is complemented by customized applications, portal and CMS solutions, UX design and social media management.

USU GmbH is a subsidiary of USU Software AG (ISIN DE 000A0BVU28), which is listed in the Prime Standard Segment of the German Stock Exchange (DAX) in Frankfurt. For further information, please go to: https://www.usu.de/en

Contact
USU Software AG
Corporate Communications
Dr. Thomas Gerick
Tel.: +49 (0) 71 41 – 48 67 440
Fax: +49 (0) 71 41 – 48 67 300
E-Mail: [email protected]

USU Software AG
Investor Relations
Falk Sorge
Tel.: +49 (0) 71 41 – 48 67 351
Fax: +49 (0) 71 41 – 48 67 108
E-Mail: [email protected]

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Aareon Housing Technology Chosen to Drive Efficiency and Customer Self-Service at Magna

Magna Housing has chosen a comprehensive housing technology system from Aareon UK (www.aareon.co.uk). The new solution comprises the Aareon QL housing management system, Aareon 1st Touch mobile workforce technology and a new customer portal.

Magna Housing, which has around 10,000 homes across Dorset and Somerset, plans to go live with the first phase of the QL system in summer 2019 followed by the customer portal shortly afterwards.

Magna Housing

Magna Housing

Having reviewed the market, Aareon was chosen as it offered the best fit for Magna’s operation. Of particular importance was the high level of integration available along with the quality of the off-line mobile solution.

Says Jez Morris, head of service transformation for Magna Housing, “The Aareon product is extremely easy to use and will give us a wealth of information about our business. In addition, it means that all our staff will have sight of the full picture for each resident and each property.

“Overall, we expect that there will be many areas where we will see significant efficiency savings for the business. We are also confident that it will increase satisfaction for our customers greatly; as they will be able to do much more for themselves online if they want to without having to contact Magna directly.”

Ian Lockwood, Head of Business Development, Aareon UK welcomed Jez’s comments adding, “Magna has a dedicated and hardworking workforce which performs very well indeed. Wisely, they decided to invest in an integrated housing technology solution, which underscores the very high standards they set for both themselves and their customers. We are delighted they have chosen Aareon UK and look forward to working closely with them as they reap the efficiency and customer service benefits that the technology will deliver.”

Ends

About Aareon (www.aareon.com)
Aareon is the leading European Software Company providing IT solutions to the Social Housing Sector. With many years of industry specific knowledge, our position as a profitable, growing and innovative organisation enables us to set the standard for business processes in the housing sector both today and into the future.

The Aareon Product Suite provides housing providers with an enterprise-wide solution.

Aareon QL Housing, Aareon QL Financials, Aareon QL CRM, Aareon QL Asset Management, Aareon QL Personnel & Payroll, Aareon 1st Touch Mobile, Aareon 360 Tenant Portal, Aareon QL Reporting Service, Aareon QL Task Centre Alerts & EDRM.

For further details, please contact:
Business Development Team Aareon UK
02376 323723
[email protected]
@AareonUKLtd

or

Leigh Richards
The Right Image PR & Marketing Group
07758 372527
[email protected]
www.therightimage.co.uk



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USU presents its latest Customer Service Innovations at CCW 2019

Möglingen, 24 January 2019 – USU’s unymira business unit is one of the first worldwide to offer voice powered customer service via Amazon’s Alexa. A live demo will be presented at this year’s Call Center World (CCW) from February 19th to 21st in Berlin at unymira’s booth (Hall 3, F4/G3). Unymira offers the most comprehensive omnichannel customer support portfolio including intelligent chatbots, its active knowledge base Knowledge Center, its AI-powered service platform Knowledge Cloud as well as social media support and self-service solutions. A range of expert talks and live presentations in the TeleTalk Demo Forum will accompany unymira’s booth offerings.

Voice Service with Alexa
Unymira’s Alexa integration enables it to provide real-time customer support answers by drawing on information from Knowledge Center. This creates a seamless connection between the two enabling quick hands-free customer support using the customer’s preferred channel. A live demo will be given with concrete use cases.

Knowledge Center 7 Sets a New Standard
Customers continue to affirm that unymira’s Knowledge Center is the leading knowledge base platform on the market with the most robust functionality. Special features such as active search, guided dialogs or troubleshooting guides support and speed up the service process significantly.

The new version 7.0 offers both improved usability and design but and a range of new features. For example, users can see a systematic overview of their tasks in areas such as editing, channel management, translation work, etc. By connecting to the new Knowledge Cloud service platform, the self-learning system automates certain tasks, e.g. maintaining synonyms, identifying self-service topics or designing templates. Optimized navigation options and reporting functions as well as the new Salesforce integration make the system the digital backbone for effectively providing knowledge-intensive services across all communication channels.

Knowledge Cloud – Practical Artificial Intelligence
Knowledge Cloud is a new service platform that allows customers to consolidate industry-specific search knowledge from the knowledge database and make it accessible to customers to enable customers to assist each other. Thus, unymira can draw upon its 20 plus years of and thousands of users. The system collects anonymous usage data such as search terms, categories, template examples, surface examples, revision data, time points and more. Knowledge can then analyze and make use of this data via its artificial intelligence algorithms. The result is intelligent, role- and industry-specific knowledge services that increase automation and make day-to-day work with the knowledge database much easier.

Intelligent Bots for Every Application
With Knowledge Bot, unymira offers a new service chatbot for every environment and every deployment scenario in the service area. It can create comprehensive customer satisfaction surveys, identify customers at risk of termination and provide information directly and easily. The latest generation offers features such as intelligent dialogue control and automatic escalation points, e.g. ticket creation. Whether information bot, qualification bot, service bot, survey bot, assistance or data bot – the bots can be flexibly tailored to specific requirements. Knowledge Bot also offers integrations for modules and components from other companies such as Facebook and Microsoft.

Automated editing of social media content
Connect collects all customer service inquiries and reviews from social media channels, chats, forums, blogs, app stores and Amazon in a single inbox. These workflows are assigned to the appropriate employees per pre-defined workflows. The channels served have been expanded to now include WhatsApp. Through the Knowledge Engagement function, users have direct access to the contents of the knowledge database.

Benefit from expert knowledge
Unymira will showcase its technologies and expertise not only at booth, but also at the TeleTalk Demo Forum and through three expert speakers as part of the Expo and conference program. Experts from unymira will demonstrate live and hands on how intelligent and innovative knowledge management, social media, bot and self-service solutions can guarantee more efficiency and quality in digital customer service. Interested attendees who arrange a personal meeting will receive a free admission ticket to the exhibition. More information is available at: https://www.unymira.com/en/events/unymira-at-the-call-center-world-2019/

This press release is also available at https://www.unymira.com/en/ and https://www.usu.de/en/

USU GmbH
Founded in 1977, USU GmbH is one of the biggest European providers of IT and Knowledge Management Software. Market leaders from every sector of the global economy create transparency with USU applications, while also increasing flexibility, decreasing risks and cutting costs.

With intelligent solutions and expertise in digital interaction, Unymira is a prime mover in the digitization of business processes. Standard software and consulting services help to automate service processes and actively provide knowledge for all communication channels and customer contact points in sales, marketing, and customer service. The customer-first portfolio in this area is complemented by customized applications, portal and CMS solutions, UX design and social media management.

USU GmbH is a subsidiary of USU Software AG (ISIN DE 000A0BVU28), which is listed in the Prime Standard Segment of the German Stock Exchange (DAX) in Frankfurt. For further information, please go to: https://www.usu.de/en/

Contact
USU Software AG
Corporate Communications
Dr. Thomas Gerick
Tel.: +49 (0) 71 41 – 48 67 440
Fax: +49 (0) 71 41 – 48 67 300
E-Mail: [email protected]

USU Software AG
Investor Relations
Falk Sorge
Tel.: +49 (0) 71 41 – 48 67 351
Fax: +49 (0) 71 41 – 48 67 108
E-Mail: [email protected]

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Hafod’s Self-Service Customer App Supports A New Customer Charter And Drives Operational Efficiency Gains

Following the successful launch of its new self-service customer app, Hafod Housing has achieved significant operational efficiencies and improved two-way customer communication with a new Customer Charter. The app was supplied by the UK’s leading housing technology company Aareon UK (www.aareon.co.uk).

Hafod Moves to Self-Service
With a stock of over 4,500 properties spread across South East Wales from Newport and Cardiff to Rhondda Cynon Taf, Bridgend and Merthyr Tydfil, maintaining effective systems is a priority for Hafod. An important element of this was the recent introduction of the self–service customer app. Hafod felt this would make things easier for them to deliver great customer care, providing customers with free 24/7 access to services while boosting levels of two-way customer communication.

Hafod

Hafod

Aareon Fits The Bill
Having reviewed the possible systems available on the market, it was decided to choose Aareon’s widely acclaimed Self-Service app. Hafod, which uses the QL housing management solution, already had a strong relationship with Aareon, it’s developer. This was felt to have advantages. As Chris Davies Performance Manager at Hafod says, “We had built a highly successful relationship with Aareon, for their QL system, over some years. By staying with them for the self-service solution, it removed the potential integration problems of introducing a third party provider. As Aareon’s solution offers what we need, we made the decision to go with them.”

The Functions Available
Initially, Hafod’s self-service customer app provided customers with access to:

  • Repairs reporting & repairs history
  • Contact details & update forms
  • Rent payment / Income management (Including Direct Debits)
  • Feedback Systems – Make a complaint / Pay a compliment
  • Tenant engagement opportunities

Customer Charter
The launch was a huge success. At the outset, over a quarter of Hafod’s customer base registered for access to the app. Of particular note was the large number of people who wanted to get involved in helping the organisation to fine tune its ongoing decisions and services.

As Chris Davies says, “As a landlord, we don’t assume that ‘we know best’ and we don’t feel that we should just make all the decisions without listening to the opinions of our customers. These volunteers will give us a whole new level of insight which will help us enhance what we do even further.”

The app enables Hafod’s customers to get involved through a method that had not previously been an option. This increased engagement has helped Hafod gather wider customer views and helped them to shape and publish their new Customer Charter – committing to two-way communication with their customer base on an on-going basis.

Significant Savings Too
Even more encouraging are the savings for the rapid repair and maintenance operation, where app customers are encouraged to email photographs of the work required. In over 800 customer repair engagements submitted with images, Hafod did not need to send a surveyor on as many occasions as they would have done previously. Rather, they could just order the relevant part required and book the appointment. The response is therefore both more immediate and saves significant amounts in terms of cost.

As one customer commented: “The new app is genius. It’s so helpful, if there are any issues the resolution is a few taps away.”

Chris adds, “Customers really approve of the new system – after all why wait in a queue on the phone to report a repair when you can do it with a ‘click or two’ from the comfort of your own home using your smartphone or tablet? This makes things a great deal easier for us too as it reduces the number of calls we need to handle.”

The Future Includes Care & Support
In light of the initial success Hafod is now adding two additional functions:

  • Anti-social behaviour reporting
  • Moving home – giving notice – Ongoing contact details

This staged approach allows Hafod to repeat their promotion in phases to encourage additional registrations.

Beyond this, the future holds even greater promise, as Hafod hopes to extend a self-service system to support more than 11,000 care & support customers.

Commenting on Hafod’s decision, Geraint Griffiths, Managing Director of Aareon UK added, “Hafod’s creative use of self-service technology is a testament to the huge respect they have for their customers. By creatively using the system to identify volunteers willing to input on decision and direction, they have gained a whole new level of customer insight and the results will no doubt help to enhance customer care even further. It is clear that their repair operation is now more efficient and more customer centric too. All in all, this is a tremendous success story and we look forward to working closely with them as the system evolves to include their care operation.”

Ends

About Aareon (www.aareon.com)
Aareon is the leading European Software Company providing IT solutions to the Social Housing Sector. With many years of industry specific knowledge, our position as a profitable, growing and innovative organisation enables us to set the standard for business processes in the housing sector both today and into the future.

The Aareon Product Suite provides housing providers with an enterprise-wide solution.

Aareon QL Housing, Aareon QL Financials, Aareon QL CRM, Aareon QL Asset Management, Aareon QL Personnel & Payroll, Aareon 1st Touch Mobile, Aareon 360 Tenant Portal, Aareon QL Reporting Service, Aareon QL Task Centre Alerts & EDRM.

For further details, please contact:
Business Development Team Aareon UK
02376 323723
[email protected]
@AareonUKLtd

or

Leigh Richards
The Right Image PR & Marketing Group
07758 372527
[email protected]
www.therightimage.co.uk



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Mitek enables ANNA Money to increase new customer acquisition by 25% in 3 months

San Diego, USA and London, U.K. — January 9, 2019 — Mitek (NASDAQ: MITK, www.miteksystems.com) today announced that ANNA Money, the business-account app for startups and small businesses, has doubled the speed of its customer onboarding process and achieved its target of 25% more new customers in the digital channel in just three months – as a result of integrating Mitek’s Mobile Verify® digital identity verification.

“Our customer base of UK startups, sole traders and SMEs use our services to help their business cash flow. We support our customers with their financial admin, sending and chasing invoices to facilitate payments – but first, we have to onboard them efficiently and securely, and in compliance with Know Your Customer (KYC) regulations,” said Daljit Singh, Chief Design Officer at ANNA Money. “Our previous process had many roadblocks for onboarding new customers, and we were seeing abandonment rates climb.”

“As our customers take their first step on their entrepreneurial journey, we needed to provide a simple and efficient process,” Singh explained. “To do so, we required a much more flexible identity verification provider who could verify all types of ID – including driving licences and ID cards. In Mitek, we found a partner whose technology enables our customers to sign up to the service quickly, on the go, and without unnecessary bureaucracy.”

ANNA Money chose Mitek’s Mobile Verify®, and integrated this technology into their chatbot-style onboarding process in August 2018. It’s intuitive customer experience guides customers to take accurate pictures of identity documents, to instantaneously assess the authenticity of the identity to accelerate the onboarding process and ensure regulatory compliance. “By improving our process and empowering new customers to use their chosen form of ID, we have doubled the speed at which we can onboard customers,” said Singh. “We have also been able to reach our target of increasing our customer base by 25% in only three months. We wouldn’t have achieved this important milestone without these improvements to our identity verification process.”

“Identity verification is vital to comply with regulation and protect businesses – but this doesn’t need to come at the expense of good customer experience,” said Rene Hendrikse, EMEA MD at Mitek. “Speed and flexibility are crucial for small businesses selecting new services, and ANNA Money recognised the need to provide this for new customers. We are delighted to support them on reaching their targets for customer growth, and are proud to play a key role in ANNA Money’s innovative services for small businesses.”

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About Mitek
Mitek (NASDAQ: MITK) is a global leader in mobile capture and digital identity verification solutions built on the latest advancements in AI and machine learning. Mitek’s identity verification solutions enable an enterprise to verify a user’s identity during a digital transaction, which assists financial institutions, payments companies and other businesses operating in highly regulated markets in mitigating financial risk and meeting regulatory requirements while increasing revenue from digital channels. Mitek also reduces the friction in the users’ experience with advanced data prefill and automation of the onboarding process. Mitek’s innovative solutions are embedded into the apps of more than 6,100 organizations and used by more than 80 million consumers for mobile check deposit, new account opening and more. Learn more at www.miteksystems.com.

Follow Mitek on LinkedIn: http://www.linkedin.com/company/mitek-systems-inc
Follow Mitek on Twitter: @miteksystems
Connect with Mitek on Facebook: http://www.facebook.com/MitekSystems
See Mitek on YouTube: http://www.youtube.com/miteksystems
Read Mitek’s latest blog post: http://www.miteksystems.com/blog

Mitek Contact:
Gemma Sowerby or Catriona MacLeod
LEWIS Global Communications
0207 802 2626
[email protected]

About ANNA Money
Absolutely No Nonsense Admin
ANNA is a hybrid digital assistant that helps with your business admin. ANNA is an app, a card and a business account.

As well as tracking your own finances, ANNA can send and pay invoices. This is done using email, which the AI can analyse to learn how much you’re owed, by whom, and chasing them (politely) when they’re due. Likewise, when users receive an invoice, they can forward the details onto Anna, which will prepare any payment instructions and fill in information like surnames and sort codes so that the payment is ready to be made whenever needed.

From running banks to designing award-winning brands and working with state-of-the-art technology, the team behind ANNA is made up of design, marketing and tech experts from across the world. We see a future where businesses get time and the support they need to grow and prosper. A future where ideas, creativity and innovation are encouraged and running a business is fun. So we created Anna to provide businesses with time-saving tools that enable them to spend more time doing what they love.

www.anna.money

ANNA Money contact:
Tom Davis
Common Industry
[email protected]



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