Customer care solutions - Omni-channel customer service solutions

Behold the value of customer care

Nuance Customer Care solutions can help your business increase customer lifetime value and retain your customer base – all while reducing cost and churn. Welcome to digital customer service.

Gain higher satisfaction at a lower cost

Let’s cut right to the chase: Nuance’s digital Customer Care solutions can cut your customer support costs by 25%. We deliver engagements powered by AI technology – and managed through field-tested best practices – to create a huge impact on your customer experience. Our solution enables your company to:

  • Proactively provide omni-channel customer service.
  • Focus on account support, service and retention with value in call deflection, first contact resolution and customer lifetime value.
  • Identify account growth opportunities.
  • Target customers that have high propensity to churn.
  • Facilitate effortless digital customer care.

Nuance Customer Care solutions have delivered customer satisfaction scores above 80% – and we’re ready to help you achieve similar results.

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Benefits

Efficient and effective customer interactions

Ready to simplify and streamline customer interactions? Answer questions faster by offering automated guides and virtual assistants that can help customers manage online accounts. Give IVR callers the option to engage in an immediate SMS chat. And add a human touch by seamlessly connecting any self-service engagement to a live chat agent.

Contextual omni-channel customer service

Customers move between devices and channels as they interact with your brand, and they expect every touchpoint to feel the same. Maintain authentication and context across the entire journey with an omni-channel platform that provides a comprehensive view of the customer experience – from IVR to SMS, virtual assistant to live chat – and informs agents about search behaviour and previous engagements.

Increased customer retention

Support your customer base by identifying moments where customers need assistance or show signs of confusion or frustration. Nurture relationships by recognising account growth opportunities or proactively engaging customers who show signs of churn. Then further increase retention by assuring the security of their identity when completing customer care tasks.

Analytics meet action

Nuance Analytics makes data actionable by applying collected information to help you engage with customers at the right time and on the right channel. Our professional business analytics team will work with you to refine and optimise your programmes over the long term, while AI technology continuously improves your automated and assisted experiences.

Stats

Digital customer care
is fast approaching

85%

of customer relationships with an
enterprise will be managed without human contact by 2020.

Gartner

Features

Reinvent your customer experience

Digital portfolio

Our digital platform engages consumers via virtual assistants or live chat and can satisfy your customers’ self-service needs through automated guides and multimedia content. All powered by AI – and supported by stellar professional services.

Voice and conversational IVR

How do you improve customer satisfaction? Simple. Reduce the time that callers are on the phone by routing correctly to the right agent, or even by resolving the issue without an agent. Conversational AI allows the IVR to listen, understand and respond to callers – allowing the system to anticipate needs, proactively provide information and rapidly resolve issues without engaging a live agent.

Proactive engagement

Automated outbound customer communication supports your customer care opportunities across text, voice, email and push channels. By proactively engaging customers through automation, you’ll lower the overall cost of outreach while increasing responsiveness and satisfaction. Reach your customers in the right way, right away.

Security and authentication

Protecting your customers’ information is job number one. By easily authenticating their identity through state-of-the-art, multimodal biometrics (voice and facial recognition), you’ll make life easier for them – and tougher for fraudsters.

Learn how Nuance Customer Care solutions can help you deliver the service experience your customers deserve.

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