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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.
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
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.
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