Customer Experience

Since our founding in 2002, we have advocated the importance of customer experience to the long-term success of any business. While cost savings has historically driven investments in automation and self-service, we believe it is equally important to ensure a system can be understood and used effectively. If customer experience is ignored or compromised, the consequences can be dramatic, including lower automation rates (driven by uncooperative users), lower customer satisfaction levels, and even customer flight.

When a customer service experience proves compelling, when it is designed with the user's individual context in mind, when it moves them quickly to their desired destination, when it "just works", customers will rely on the system as a preferred means to accomplish what they intend to do... quickly and predictably.