Scroll

The

customer workflow experts

Book A Meeting
02 What we do
ServiceNow & LivePerson ServiceNow & LivePerson ServiceNow & LivePerson ServiceNow & LivePerson ServiceNow & LivePerson ServiceNow & LivePerson

Konversational is a boutique consultancy firm delivering a new level of customer experience expertise, that is helping brands to accelerate their digital transformation. We partner with the world’s leading customer workflow platform ServiceNow and conversational platform provider LivePerson, to deliver high-impact, hyper-personalised customer experiences at scale, helping brands transform their customer service into customer experience.

What we do

Delivering intelligent Customer Workflow solutions

Learn More
Why You need to do it

Why Improve your

digital customer service

32%
of people say they will walk away from a brand they love after just one bad experience
60%
of customer-centric companies are more profitable compared to companies that were not focused on the customer
140%
of customers are likely to spend more after a positive experience than customers who report negative experiences
04 Service Maturity

How Mature is your organisation’s

Digital Customer Experience?

  • FAQ
  • Contact Center
  • Knowledge Base
  • Customer Portal
  • Live Chat via Web Chat
  • Messaging (WhatsApp, WeChat, Apple for Business, etc.)​​​​
  • Agent and Manager Workspace
  • Secure Forms
  • AI-powered routing
  • Skill-based routing
  • Natural Language Understanding
  • Customer Sentiment Analysis
  • Chatbots and Pre-Defined Conversations
  • Call to Message (IVR Deflection)
  • Proactive Messaging Hyper-personalisation
  • Conversation Insights
  • Conversation intent analysis

We all have to start somewhere. At this stage organisations have some way of delivering and resolving service requests either through telephone, a FAQ portal or the contact center. This is single point customer engagment on limited channels.

Organisations here are moving to drive efficiency in the contact center, and expand across multiple channels like email, chat, web. Service is available but it’s not personal.

Organisations are starting to look at service as an opportunity and transforming service from a cost centre to a revenue centre. Intelligent advice, conversational interfaces, smart assistants, are all being looked at to maximize the value of every interaction.

This is really about driving the next level of service with predictive connected insights and is where new revenue streams are being revealed. Proactive service across the customers preferred channel that predicts customers’ needs and challenges before they happen.

“Conversational commerce is about delivering convenience, personalization, and decision support while people are on the go, with only partial attention to spare.”

Chris Messina. Uber Experience Lead and Inventor

05 Service Priorities

What are your

Service Priorities?

As organisations and brands move through the maturity curve their Service priorities change. As we work with organisations in this changing environment the KPIs and strategies to drive each priority change as well. Konversational has the expertise to help guide and accelerate value realisation on every step of this journey.

Service Priorities for
  • AGENT TURNOVER
  • COST OF SERVICE
  • AVERAGE RESOLUTION TIME
  • CONSISTENCY OF SERVICE
  • AGENT EFFICIENCY
  • CHANNELS SUPPORTED
  • CONVERSION RATE
  • AVERAGE ORDER VALUE
  • NET PROMOTER SCORE
  • AGENT TURNOVER
  • COST OF SERVICE
  • AVERAGE RESOLUTION TIME
  • CONSISTENCY OF SERVICE
  • AGENT EFFICIENCY
  • CHANNELS SUPPORTED
  • CONVERSION RATE
  • AVERAGE ORDER VALUE
  • NET PROMOTER SCORE
  • AGENT TURNOVER
  • COST OF SERVICE
  • AVERAGE RESOLUTION TIME
  • CONSISTENCY OF SERVICE
  • AGENT EFFICIENCY
  • CHANNELS SUPPORTED
  • CONVERSION RATE
  • AVERAGE ORDER VALUE
  • NET PROMOTER SCORE
Intent driven business Intent driven business Intent driven business Intent driven business Intent driven business Intent driven business
Intent driven business Intent driven business Intent driven business Intent driven business Intent driven business Intent driven business

Become an intent driven business With Konversational

This website uses cookies to improve your experience.

Privacy Settings saved!
Privacy Settings

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. Control your personal Cookie Services here.

Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.


This cannot be turned off. We track anonymized user information to improve our website. https://policies.google.com/technologies/types?hl=en-US  
  • _ga
  • _gid
  • _gat


Decline all Services
Accept all Services