Most companies have adopted multi-channel customer engagements strategies, allowing them to engage customers through both voice and email. However, today’s customers are increasingly using SMS, messaging, and chat and expect to be able to contact companies on these channels.
Aspect Via provides companies with modern, omni-channel self-service capabilities through to live agent assistance to enable a personalised experience across all customer touch points.
- Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues
- Present a continuous customer journey by preserving session state across customer touch points
- If a customer is using a self-service channel and the issue is too complex to be solved in that channel, the customer will be transferred to an agent who will have a history of what has just occurred, eliminating the need to repeat information