Customer Experience

Customers expect immediate responses 24/7 and prefer to use their preferred contact channel, while organizations aim to maximize first call resolution. Guba Tech’s solutions streamline the customer journey, provide multiple self-service options, and offer integrated multi-channel contact center solutions to help you deliver an outstanding customer experience.

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Challenges

Deliver anytime, any channel, enhanced customer journeys.

Digital channel shift

The pandemic significantly hastened the adoption of digital channels. In the post-pandemic era, there has been a change in mindset, moving beyond merely digitizing the existing customer experience to completely reimagining it with a digital-first approach.

Increasing customer expectations

Consumer and citizen expectations have been shaped by their interactions with leading CX brands such as Apple, Amazon, and John Lewis. They now anticipate the same high levels of excellence in their engagements with every organization.

Multiple channels

Customer channels of choice continue to expand and multiply. Customers seek different channels for various types of interactions, and they anticipate being recognized across all channels.

Front-office & back-office alignment

Customers are demanding that their issue be resolved at first contact but many customer engagements need to harness back-office subject matter experts to resolve their queries.

Diverse systems

Customers are not concerned about their information being stored in various internal systems; instead, they expect a seamless customer experience that integrates their complete interaction history with your organization.

Uneven and increased demand

Fluctuations in customer demand, characterized by peaks and troughs, pose challenges in adequately staffing customer-facing teams. Ensuring sufficient capacity during busy periods while avoiding idle resources during lulls in demand can be difficult to manage.

The Guba Tech Solutions

Guba Tech’s integrated solutions empower agents and customers to deliver first-class digital efficiencies.

Omnichannel contact centre solutions

Our omnichannel contact center solutions simplify the process for customers to reach out through their preferred channel, whether it's phone, email, webchat, or social media. With our integrated solutions, all customer information is consolidated in one place, enabling your agents to deliver a personalized experience.

Chat bots

Our AI-powered chatbots empower customers to receive instant answers to their queries and can be deployed across various channels: web portal, browser, mobile app, WhatsApp, Facebook Messenger, SMS, or IVR. Regardless of the channel customers choose to engage with you, they can effortlessly self-serve.

Microsoft Teams integration into the contact centre

Our Teams' contact center integrations empower your agents to manage all channels of customer contact - voice, email, SMS, web chat, social media - and engage directly with back-office experts to answer customer queries, all within a single, fully integrated interface.

Customer Experience Consulting

As customer expectations and demands constantly evolve, meeting their needs and being available when assistance is required can pose challenges, often at considerable expense. We provide a proven four-stage customer experience consultation process, collaborating with you to identify the underlying causes of issues, assess processes, and understand customer needs. Together, we develop a strategy to transform your customer journey.

Knowledge Management

Our Knowledge Management solutions give customers a quick and easy way to access help. They understand what customers are looking for and provide superior customer experience at a lower cost, freeing your agents to focus on adding value to the customer experience. Agents are also armed with the latest information and see relevant knowledge without having to search for it.

Robotic Process Automation

From customer self-service and AI powered agent assistance technologies, through to fully AI enabled contact center solutions and Robotic Process Automation, we have a full range of solutions to help our customers increase efficiency and improve both the customer and employee experience. Our solutions can free agents from dull and repetitive tasks and enable them to focus on delivering an outstanding customer experience.

Customer Experience

Challenges

Digital channel shift

Increasing customer expectations

Multiple channels

Front-office & back-office alignment

Diverse systems

Uneven and increased demand

The Guba Tech Solutions

Omnichannel contact centre solutions

Chat bots

Microsoft Teams integration into the contact centre

Customer Experience Consulting

Knowledge Management

Robotic Process Automation

Get in touch

Complete the form below and a member of the Guba Tech team will be in touch to see how we can help

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