Customer Experience

Improve Customer Experience

Our team of professional Customer Experience (CX) practitioners has worked across a range of industries for clients of all sizes, delivering real, tangible benefits to both the organizations and the clients they serve.

With decades of experience across all customer service touchpoints, they have led and transformed some of the most high-profile brands in Canada.

Discover more about transforming your customer experience and how we can assist you in achieving your goals.

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Challenges

Deliver anytime, any channel, enhance customer journeys.

Digital channel shift

The pandemic significantly hastened the adoption of digital channels. In the post-pandemic world, there has been a change in mindset, shifting from merely digitizing the existing customer experience to completely reimagining it from a digital-first perspective.

Smart Routing and Agent Assistance

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

Driving Efficiency in front & back office

Customer channels of choice continue to expand and proliferate. Customers want different channels for different types of engagement, and they expect to be remembered across all channels.

Front-office & back-office alignment

Customers are increasingly demanding that their issues be resolved during their initial contact. However, many customer engagements require the involvement of back-office subject matter experts to effectively address their queries.

Diverse systems

Customers are indifferent to the fact that their details are stored in multiple internal systems. What they expect is an integrated customer experience that is built upon a comprehensive history of their interactions with your organization.

Uneven and increased demand

Fluctuations in customer demand, characterized by peaks and troughs, can pose challenges in adequately resourcing your customer-facing teams. It's crucial to have enough capacity to deliver excellent service during busy periods while avoiding idle resources during periods of low demand.

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 in 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.

Improve Customer Experience

Challenges

Digital channel shift

Smart Routing and Agent Assistance

Driving Efficiency in front & back office

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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