Journey steps
Moments that matter
Solutions
Issue indentification
Use
Setup and install
Discover and upsell
Receives relevant issue resolution and troubleshooting recommendations
Predictive maintenance and IoT analytics to diagnose systems and patterns to predict any friction points and outages happening in the near future
4
Service is always available with no interruptions
Proactive and personalized support with predictive intent based on customer behavior, segmentation and demand forecast
3
Clear instructions and support to quickly get the product ready to use
Prioritization engines to assist field technicians and agents to prioritize tasks based on business rules
2
Receives sales rep support and custom offers based on my company's needs
Product recommendations based on customer segments
1
Self
support
Clear understanding of existing channels that can help me and my team with any inquiries
Intelligent contact management using chatbots and intelligent routing with natural language recognition tools aiming call deflection
5
Assisted
support
Service & support readily available, accurate with fast resolution times
Contact center analytics for contextual resolution and next best action engines
6
Pay
I have clarity on my bill charges and I am able to manage preferences and review purchase history
Contextual resolution of billing issues through contact driver analysis that enables customer to self-support, improving call deflection
7
Refresh and renew
Offers and promotions available to me at the time of renewal based on my company's consumption pattern
Customized offers based on company's profile and behavior patterns
8