When we talk with our clients to determine how to improve customer experience we begin with the basic premise that everything they do is a service. And the best way to think about their business is through the eyes of their customer. The overarching goal is to create a consistent, clear and efficient experience across the increasing number of ways customers communicate and interact with our client, depending on the goods and services they offer.
By evaluating the types of audiences and customers our clients serve, cataloging each of the channels available to them, and mapping how each customer can potentially traverse these touch points within the context of the whole organization, we develop an enterprise-wide, cross-functional customer service strategy. With Versay, your company will be equipped to provide integrated service to your customers on the device of their choice.
We build each experience with a specific customer in mind. Moving beyond demographics, we gather data (or use existing customer feedback) to think about the mindset of the customer at that moment in time across multiple channels.
Through joint-discovery sessions with our clients, when discussing the omnichannel journey, we look to make each channel experience simple and convenient to use. We design journeys by understanding the customer goals and looking at all touchpoints in the journey to make sure they align with the customer’s expectations and that one touchpoint is not falling short of the other touchpoints.
While keeping the customer in mind, we work closely with the business owners to establish measurable goals at critical points in the journey. By using previously gathered quantitative and qualitative research and analytics or by utilizing research tools such as surveys or usability testing, for critical decisions, our design team measures the experience and works with each of the client’s internal teams to balance business goals with the customers’ goals. At the end of the project, Versay delivers a presentation along with a visual map of the customer’s experience across all channels.
Designing and Developing Conversational User Interfaces
Conversational User Interface systems are intent-driven. The customer may choose to have a speech (IVR, Intelligent Assistant -e.g. Amazon’s Alexa, Google Home) or a text-based conversation (Chat bot, Visual IVR). The goal is to build a solution that is straightforward and easy to use, one where your customer wants to communicate with it, and to ensure that each channel has the ability to share information across the enterprise.
Our IVR solutions include:
Intelligent Assistant (Natural Language Understanding)