Cyara ensures flawless cross-channel customer hand-off
We've all been there. You're on a website and you request a live agent. The agent comes on the line, but he/she is clueless as to who you are and what your problem is. All your customer account info that you painstakingly entered has somehow vanished. You're starting from scratch. Aaargh!
Every company tries really hard to avoid this unfortunate situation by focusing on solid customer service system design. But how to test it? At scale? And then keep monitoring it?
Now, they can. Cyara's latest update enables all kinds of cross-channel testing so that CX designers can really KNOW that the system works as specced. With its latest update, Cyara is taking aim at one of the biggest customer-service frustrations: the loss of continuity when customers move from self-service to agent-assisted service, or from one channel to another.
Read more about this announcement in one of the top CRM publications:
"Most of the systems that enterprises have in different departments don't talk to each other, so they find it hard to link these channels to make the customer experience seamless. What we've done is given them a platform which enables them to recreate the customer experience and test…whether the transfers are successfully occurring without dropping the customer," says Alok Kulkarni, CEO and co-founder of Cyara.