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GuavusSmartCareDatasheet
Itisalmostaninevitableruleofbusinessthatmostcustomerswillexperienceanissuethatpromptsthemtoseekcustomersupport.Thegoodnewsisthatorganizationscanturnthesepotentialdetractorsintoloyalpromotersiftheycanresolvetheissueduringtheveryfirstinteraction.Effectivecustomersupportcanthereforebeastrategicassettoyourbusinesswhenfocusisputonthecustomer.ButitisundeniablyveryexpensiveandahugecontributortoOpEx.
Inordertoprovidethemostdesiredexperience,organizationsmustempowerbothsupportagentsandcustomerswiththetimeliestandmostrelevantinformation.Whencustomersareproperlyinformed—whetherthroughadetailedself-careportalorthroughproactivecommunicationfromthebusiness—inboundsupportrequestsaredramaticallyreducedandcustomersaremuchmorelikelytobesatisfiedwiththeservice.Andifcustomersdoneedtoseeksupportformorecomplexissues,anempoweredagentwillknowenoughaboutthecustomerandtheissuetoquicklyidentifythelikelyreasonforthecallandtriagetheissuemoreeffectivelyinapersonalizedandengagingdialogue.
Achievingthisnextlevelofcustomersupportrequiresatechnologythatcancontextualizecustomerinquirieswiththelikelydrivers,aswellasonethatcandetectanomaliestoenableproactiveissueresolution.Thiscanonlyberealizedbyapplyingmachineintelligenceovermassivesetsofcross-functionaleventsanddata.Withanoptimalbalanceofhumaninteractionandautomation,organizationscanmaximizetheadvantagethatsuperiorcustomerservicecanoffer.
GuavusSmartCare:Reduceoperationalcostandincreasecustomersatisfaction
GuavusSmartCareisanoperationsanalyticsmodulethatenablesorganizationstodeliverengagingandsuperiorcustomersupport.Itsmachinelearningalgorithmsgatherreal-timeinsightsfromoperationaleventsandcustomerexperienceindicatorstobuildprecisecustomerprofilesanddeterminethedrivingfactorsofdepreciatedexperience.Guavusenablessuperiorcustomersupportonthreelevels:
Benefits
• Reduceaveragehandletime
(AHT)ofcalls,lowermean-
time-to-repair(MTTR),
increasefirstcallresolution
anddecreaseescalationsby
armingsupportagentswith
relevantinformationandthe
likelyreasonforthesupport
request
• Optimizetriagingbyquickly
understandingtherootcause
oftheissue
• Reduceinboundcallandchat
volumethroughenablement
ofproactiveactionssuchas
automatedSMSmessages
andIVRcalldeflections
• Reduce‘billshock’and
customersupport
interactionsbyenablingself-
servicecarethatrevealsbill
andusagebehaviorata
granularlevel
• Easilyintegratewithexisting
CustomerSupportplatforms
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• ContextualCare:Improvestheknowledgeofsupportagentsatthetimeofinteractionsothattheycandelivereffective,personalizedservice
• AssistedCare:Assistssupportagentsbydiagnosingthelikelyreasonsforcustomerinquiries
• PreventativeCare:Identifiescustomer-levelissuesandhelpsresolveproblemsbeforeanyhumaninteractionisrequired
Themodulecurrentlyoffersanextensivelistofpre-setAPImethodsthatyoucaneasilyintegrateintoyourexistingcustomersupportinfrastructuretoenableahighlevelofcustomerawareness.
TheGuavusSmartCaremoduleispartoftheGuavusReflex®platform,whichpowersoperationsanalyticsacrossawidearrayofdatadomainsandusecases.Themodulardesignallowsyoutoeasilyaddcapabilitiesasyourneedsevolve.
Guavustechnologyisdesignedtoingest,correlateandanalyzehighvolumesofstreamingandstoreddatainrealtime.TheresultingenricheddatasetsisfedintoGuavusmodulestoaddressoperationsusecasessuchasprescriptiveoperations,proactiveoperations,alarmcorrelation&prioritizationandagilechangemanagement.
Keyfeatures
• Automatedmodelingtoidentifypatternsdrivingcustomersupport
• Customerpropensityscoretorequestservicesupport
• Machine-learnedpotentialrootcausesofcustomerissues
• LowlatencyAPIstoenablesub-second,per-customerdataaccessforcallcentersandself-serviceapplications
• Dispatchmonitoringandgeolocalizationoffieldoperations
• Linkageofserviceperformanceandcustomerexperiencetofieldoperations
• Mobileapplicationsforfieldopstoaccesscustomerprofileanddispatch
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Figure1.Supportagentsareprovidedwithadetailedinformationofthecustomeraswellas
anyfactsthatarerelatedtotheinquiry,suchasthelikelyreasonfortheinquiryandthe
customer’spropensitytochurn
Empowersupportagentswithaccesstoreal-time,contextualdata
Asthehumantouchpointofthebusiness,theCustomerSupportorganizationplaysacriticalroleinshapingthecustomerexperience,developingcustomeradvocacyandinfluencingbrandperception.Thesupportagents’abilitytolistenprofessionallyandquicklyresolveissues—viathecallcenterordigitalcarechannels—cantransformthecustomerfromafrustrateddetractorintoanavidpromoterofthebusiness.
Customersupportagentstheoreticallyhaveaccesstomoredatathaneverbefore,butwithoutpropercontext,theystruggletounderstanditsrelevancetotheissueathand.Evenafewminutes’delaycanleadtoanannoyedcustomerandacostly,drawn-outremediationprocess.
TheGuavusSmartCaremoduleimprovescustomersatisfactionandsecurescustomerloyaltybyequippingagentswithallthecontextualinformationtheyneedatthetimeofinteractiontoquicklyresolveissuesorescalatewhennecessarytoamorequalifiedperson.TheSmartCarecapabilityidentifiesthelikelyreasonforthesupportrequestforanevenspeedierresolution.
Byenablingagentstonavigatecustomerdiscussionswithease,Guavus:
• Increasesfirstcallresolution• ReducesAverageHandleTime(AHT)• LowersMeanTimetoResolve(MTTR)customerproblems• Reducesescalations• Reducescustomerchurn
Inadditiontodeliveringcontextualindicators,themodulecanperformanalyticsandautomaticallydetectpatternsindatatoenableL1supportagentstosolveproblemsinsteadofescalatingtocostlyL2andL3agents,freeinguptheir
Secondsreductioninaveragehandlingtimeequatetomillionsinsavings
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resourcestoaddressmorecomplexissues.
Supportagentscanalsousethisinvaluabletimewiththeircustomertodelightthemwithpersonalizedattentionandengenderfurthergoodwill—intheform,forexample,ofsolvingapersistentissuethatisunrelatedtothecallbuthasnonethelessplaguedthecustomer,orsuggestingvalue-addedservicestailoredtotheirinterests.
Figure2.Supportagentscandeterminethecustomer’squalityofexperience
alongvariousrelevantdimensions
Reducecalldemandbyproactivelyengagingwithcustomers
Organizationshaveahugefinancialinterestinoptimizingcustomersupportinteractions.ThetraditionalsupportmodelresultsinhighcustomerchurnandanincreaseinOPEX,withlengthycustomercallsandlongholdtimescostingmillionstothebusinessinlostefficiency.
Guavususesmachine-learningalgorithmstodetectanomaliesindataandidentifycustomer-impactingissuesbeforetheybecomewidespread.Itcanclassifyeverycustomerinto“riskbuckets”—categoriesthatpredictthecustomer’slikelihoodofneedingsupportorhaveabadcustomerexperience.Themoduleidentifiestheunderlyingreasonfortheheightenedrisksothatyoucantakeactionstoaddresstheissueproactivelybeforesupportcostsareincurred.
Forinstance,let’ssay10,000customershavealljuststartedtrendingdownintoa“highrisk”classification.Guavusmayfindthattheyalljustsubscribedtoyourlatestserviceoffering.Youcanchoosetonotifythemoftheproblemandsendstatusupdatesthroughaself-careapplication,IVRcalldeflection,orSMStextsasyouworkonafixfortheservice.Thisnotonlyreducesthepressureoncontactcenters,butalsominimizestheimpactonOPEXcosts.
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Enablecustomerstotackletheirownissueswithimmediacyandconvenience
OneofthemosteffectivewaystocontrolCustomerSupportcostsaswellastoimprovecustomersatisfactionistoempowerthecustomerwithenoughknowledgethattheydon’tneedtoseekoutsidehelp.Mostself-careportalstoday,however,focusondisplayinghigh-levelaccountinformationratherthanononesrelatedtocustomerexperience.
UsingGuavus’diagnosticcapabilities,organizationsareabletoanticipatewhichcustomersarelikelytocallforhelp,andwhy.Withthisinformation,theycanpersonalizetheself-caretooltodisplaycontentthatwouldberelevanttosolvingtheissue.Theymayalsocustomizethesearchoptionsothatthetoolwillfavorresultsmostlikelytohelpwiththeparticularissuethecustomermaybeexperiencing.Organizationsareempoweredinnumerouswaystoproactivelyassistthecustomerbeforeanycostlyhumaninteractionstakeplace.
GuavusSmartCareprovidesanextensivesetofAPIsthatcanbeusedtopowerthegranularinformationdisplayedintheself-careportal.
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Summary
GuavusSmartCaremoduleprovidesaholisticanalyticslayeracrossnetwork,operationalandcustomerdatatohelpimprovethecustomersupportexperienceandtransformtheCustomerSupportorganizationintoastrategicasset.Byprovidingcontextual,assistedandpreventativecare,organizationscandeliverqualitysupportwithpersonalization,speedandconveniencethatthemoderncustomerdemands.Guavus’intelligentcaresolutionhelpsorganizationstonotonlyreduceexpensivecustomerchurnbutalsoimproveoperationalefficiencybyreducinginboundcalls,AHT,MTTRandincreasingfirstcallresolution.
AboutGuavus
Provenattheworld’smostdemandingcustomers,Guavusisattheforefrontofstreamingbigdataanalytics,artificialintelligenceandmachinelearninginnovation.Guavusprocesseshalfatrillionrecordseverydayforover450millionindividuals,enablingenterprisestoanalyzedatatheinstantit’scaptured,drivingfasterdecision-making,lowercostsandhighergrowth.
TheGuavusReflex®advancedanalyticsplatformenablescustomerstogainacompetitiveedgebyhelpingthemputalltheirdatatoworktouncovernewinsightsandmakebetterqualityandtimelydecisions.Guavusprovidesnext-generationbigdataanalyticsapplicationsforsystemsplanningandoperations,mobiletrafficanalytics,marketing,customercare,securityandIoT.