Improve Business Results by Optimizing Every Customer Interaction

To ensure customer loyalty and control costs, you need success in every interaction. Whether engaging with a staff member or your website, your customer expects complete, relevant information on demand so transactions and inquiries are engaging and frictionless and never end badly for lack of information your company already has.

AIE for Customer Experience Management delivers a role-based, real-time 360° active dashboard of each customer, integrating information from all data and content systems — CRM, transaction and fulfillment databases, emails, logs, social media, etc. Dashboards include sophisticated analytics, such as sentiment analysis. Customer self-service centers provide access to all relevant information and allow personalization and exploration, which encourages loyalty and additional sales.

Problem

• Sell more without spending more
• Reduce service costs and defections by resolving issues first time
• Increase sales and loyalty with more insight into customer interests & needs
• Reach customers via multiple channels

Solution

• A real-time 360° view of each customer, integrating information from all systems - CRM, customer support, emails, social media, etc., plus personalized promotions
• Views include sophisticated analytics, such as entity extraction and sentiment analysis for assessing satisfaction level and opinions on specific topics
  
• On self-service portals, customers are better able to find relevant information and complete self-service actions
  

Attivio Impact!

• Up to 50% increase in activity completion on first try via any channel - reducing costs & improving loyalty
• Up to 50% increase in staff ‘s ability to complete interactions without escalations - reducing cost & increasing productivity
• More repeat sales - Forrester estimates 14% greater revenue for customer-experience leaders*
• Automated information distribution to multiple channels (web, phone, tablet, etc.)
• Attivio enables accurate, real-time actions by delivering the complete information assets needed to fulfill customer interactions and extend sales

* "Customer Experience Boosts Revenue," by Bruce D. Temkin, June 22, 2009 (updated May 4, 2010)

AIE increases customer satisfaction and productivity and reduces cost