Service automation Enhanced service experiences with digitization
As digitization moves forward, excellent service is becoming increasingly important. Whether customers make a purchase decision, have a complaint, or obtain advice, service experiences determine whether a sale will occur and whether your customers will continue to be loyal to you. BSI will help you digitize your services on all channels.
Omnichannel Service on all channels
One time, your customer talks to an employee at the store, while another time, she writes an e-mail or calls your call center. BSI ensures a seamless service experience because, with the fully integrated omnichannel contact center, your service employee has all the information readily available already – regardless of the previous channel the customer used to contact your business.
Service automation capabilities
An example: the “address change” customer journey
Often, there is not only a business transaction behind an address change but a far-reaching change in the customer’s life situation, coupled with powerful emotions: the first apartment, a growing family, and so on. This is where the story behind a seemingly trivial address change begins to be interesting.
Let’s assume you are a retailer and operate a network of stores. Your customer recently moved from Zurich to St. Gallen, and she notifies you of her new address. Your CRM completes the process proficiently and automatically confirms the data on file to the customer.
Service automation will take you a step further. Think about the customer’s emotional state. She has many things on her mind. She might not realize that one of your stores is near her new home in St. Gallen. A store locator integrated into BSI instantly presents the quickest way for the customer to locate you now. A message is sent to the customer automatically, and in real time – it is highly personalized, is signed by the manager of the St. Gallen store, and includes the store’s Google Maps location.
Using a scoring model, BSI calculates the ideal value for a voucher as a welcome gift. If the customer has not redeemed the voucher after a certain amount of time, she will receive a reminder from you. You have now transformed a simple address change into a customer journey.
There are no limits to your creativity, and you can continue to develop the customer journey. BSI will do everything else – because that is what service automation knows how to do.
AI in customer service – personalized and efficient
Artificial intelligence ensures personalized service and expert advice while increasing efficiency at the same time. Is that a contradiction? Not at all.
Customers value personalized support, and the AI from BSI offers a distinct benefit in this area: It answers simple customer questions around the clock. Regardless of the nature of your customer’s issue or request – BSI will recognize the content of messages, process them, and automatically initiate the right process, ensuring that your customer receives a personalized response immediately.
As a result, your service department saves time. This valuable time can be used to deal with more complex customer issues individually when the AI runs out of solutions.
Customer-centric journeys unlock boundless opportunities for optimized service experiences and can result in a significant increase in customer satisfaction. At the same time, companies save resources and costs by using AI. Everyone benefits: companies, service employees, and customers.
Related Capabilities
BSI knows your business
Whether sales, marketing or service: you can put our two million code lines and promising solutions together with equal ease – through uncompromising technology, a highly flexible data model and a captivating user experience.
Marketing
Set up trigger-based, highly personalized customer journeys within 15 minutes with BSI. They help you provide an unforgettable experience and maximize your business success.
Sales
BSI offers a central, virtual advisor workstation with access to all relevant customer information. This improves the chances of a successful business conclusion.
Service
BSI’s guided processes enable more efficient handling of customer issues. This saves you time and money in the long term, and makes your customers happy.
Insight
BSI provides you with powerful analytics, clearly arranged reporting dashboards and the possibility of data-based challenges to your decisions. BSI is your direct access to business intelligence.
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BSI for your industry
Banking, insurance, retail are three core industries; three strong communities with “Be Involved” processes. And with BSI, a guarantee of more than just three advantages. We speak your language.
Banking
BSI is perfectly geared to the regulatory requirements of the banking market, and helps you digitize your customer relationship.
Insurance
You can not only design the internal processes of your highly complex sales structures to be more efficient, but also enhance the customer experience.
Retail
BSI supports you with seamless processes along the customer journey – from the cash register to the contact center.