Smart Service Center - Customer Service as a Personal Experience


The Smart Service Center use case demonstrates all the benefits the BSI Customer Suite has to offer. It is a fully integrated CRM solution that provides AI-powered premium support, which meets the highest customer expectations in retail, while saving both time and money simultaneously. 

 

Three factors ensure delighted customers and happy customer service reps: First, the omnichannel approach, which means customers can communicate on the platform of their choice. Secondly, intelligent automation in analyzing, categorizing, and prioritizing service requests. And thirdly, smart support from the BSI Companion, the BSI Customer Suite’s AI companion. 

Omnichannel approach

Intelligent automation

Smart support from the BSI Companion

Challenge  

What are the current challenges?

The increasing use of automation and AI in retail is also changing customer expectations. Customers want their contact with your service organization to be noticeably more convenient. They want requests to be processed more quickly but in a more individualized manner at the same time. And all this at a time when high competitive pressure and steadily shrinking margins define day-to-day life in the retail sector. 


Therefore, the demands retail service centers must meet are enormously high: Already, they have to understand their customers’ issues or requests faster and better and offer service solutions that give customers the feeling that they are receiving outstanding service because it is personal and individualized. 

Solution  

The solution? BSI Elements

Personal, convenient, fast, and solution-oriented: BSI Elements for Smart Service Centers makes retail customer service a personal experience that impresses with fast issue or request detection, the right choice of service channel, a comprehensive 360° view for service employees, and AI-supported solutions. 

Issue and request detection

Lena, a customer, calls your service center. The system detects her issue or request. To give her the information she needs, the system offers her the use of the self-service portal or the transfer to a service employee. 

Priority Lane

Lena selects the personal advice and, as a long-standing customer, is transferred directly to Vicky, her preferred customer service rep

The 360° view & Companion support

Vicky sees a compact summary of Lena's customer history on her screen and receives real-time sales suggestions during her conversation with Lena. 

Video advice & recommendation

To resolve Lena’s issue or request, Vicky suggests and launches a video consultation with Lena. Based on advice from the Companion, Vicky offers Lena a suitable product. 

Delivery & mail generation

Lena places an order and receives an e-mail confirmation with more detailed information as well as a voucher via WhatsApp. 

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Advantages 

Benefits for all

Efficiency

The automation of standard processes such as issue detection saves resources, facilitates quick assignments, and creates time for personal contact. 

Convenience

A customer’s individual choice of a communication channel, followed by an ad hoc video session and subsequent information by e-mail and WhatsApp convey the high degree of convenience omnichannel selling presents. 

Personalization

The personal support coupled with the BSI Companion’s support ensures an excellent service experience, as individual customer issues or requests are quickly identified and optimally resolved. 

Intelligent, industry-specific expertise at the touch of a button

Discover BSI Elements

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