The Challenge
Before Tescra, the call center team relied mainly on phone support and limited web chat to help their customers. Conversely, customers preferred chat over voice calls, however management was not able to staff chat consistently due to a lack of trained agents.
The Solution
Tescra's CARA Agent Assist makes the contact center agents more productive. This allowed the company to turn on chat for more hours during the day, and deflect some of their voice calls to chat.
The Results
Here are some of the benefits of the Agent Assist to their customers.
- Faster answers compared to agent-typed responses by an average of 50%.
- More accurate answers and standardized responses to customer queries, even with less experienced agents.
- Agents were able to reduce their number of responses to reach a resolution.
- Valuable customer and agent analytics.
What else can CARA do?
- Custom workflows to automate repetitive tasks.
- Automate frequently asked questions (FAQs).
- Integration with your enterprise software solutions.
