Improving Customer Experience and Satisfaction

Customers are task oriented. They come to your website looking for answers to their task oriented questions. They don't want to know everything about credit limits on cards, just "How do I increase my limit?" Most websites are topic oriented and force customers to hunt through pages of information to find specific answers. This is a poor customer experience, and it forces customers to escalate to the call center, or even worse, they abandon your website altogether, and go to a competitor site.

In fact, a Harvard Business Review article based on an extensive consumer survey showed that 57.7% of callers to a call center were on the website before calling, and a staggering 34.4% were still on the website.

IntelliResponse directly addresses this poor online customer experience by delivering a single, accurate and approved answer to their question - the first time. This improves online customer experience, which in turn improves customer satisfaction ("CSAT") and loyalty.

Please see our case studies for more detailed examples on how IntelliResponse has improved the customer experience and customer satisfaction for the companies who use our technology.