You are a new customer of Monument Cable. An engineer is scheduled to come to your home and set everything up. Monument notifies you of the upcoming appointment to make sure you’re at home.

You are a new customer of Monument Cable. An engineer is scheduled to come to your home and set everything up. Monument notifies you of the upcoming appointment to make sure you’re at home.

Tap the new message notification

to continue.

The text message is more than a mere notification or reminder. It invites you to respond and engage in a conversation to ensure you’re at home for the installation.

 

The system can process responses in plain English (and many more languages) using Natural Language Understanding. 

 

You signal to Monument that the appointment will need to change.

 

Continue

The interaction is fully automated but looks and feels like a conversation with a person. The responses from Monument come within seconds.

 

This is Interactive Text Response (ITR).

 

Continue

After a short on-the-spot interaction, you have rescheduled your onsite installation appointment.

 

The system confirms everything with a final message.

Continue

You decide to challenge Monument Cable by asking an open question via text. To your surprise, you receive an answer instantly.

 

The system integrates with a knowledge base to answer common questions. When it doesn’t know an answer, it can involve a live agent from the contact center to help out.

 

Integrating with the contact center, finding out waiting times and setting the right expectations is key in providing excellent end-to-end customer service.

Continue

When it’s time for the ultimate “personal touch”, you shouldn’t hold back. Always offer the option to escalate to a voice call when needed.

Continue

After a few seconds, your phone rings and Monument Cable's Carl is on the phone, helping you with any remaining questions you might have.

 

As you could see, we turned Messaging into the central hub for the customer experience. Without the burden of learning new user interface, the customer was able to change appointment, read up to prepare for the installation, get access to their account through a disposable app, ask general questions, get help from a live agent, and request a call to close the circle.

 

That’s the power of CX 2020.

This concludes our demonstration.

To restart, please press the Home

button or return to the Onsite Cable Installation page.

After a few seconds, your phone rings and Monument Cable's Carl is on the phone, helping you with any remaining questions you might have.

 

As you could see, we turned Messaging into the central hub for the customer experience. Without the burden of learning new user interface, the customer was able to change appointment, read up to prepare for the installation, get access to their account through a disposable app, ask general questions, get help from a live agent, and request a call to close the circle.

 

That’s the power of CX 2020.

BACK

BACK

BACK

BACK

BACK

BACK