For the sixth part of our seven part series, Dr. Venky Krishnaswamy discusses the challenge many contact centers experience when they have multiple digital channels to manage and how Koopid can help solve those challenges.
This Q&A is taken from the video transcript of Meet Venky Krishnaswamy, CEO of Koopid.
Can Koopid solve the fragmented interactions that most customers experience when transitioning across digital channels in the contact center?
Being able to seamlessly transition customer information from one channel to another and provide continuity of what was done in those channels is crucial to deliver a superior customer experience. It is all too frustrating when you have to repeat information over and over again when you traverse various digital channels and then end up talking to a live agent.
Historically, it has been a very difficult thing for call centers to solve. However, when you consider that call centers were built by starting with the voice technology stack which has served the industry well for many decades. Now, however, trying to layer on additional technology is very challenging, and ultimately comes at the cost of being able to maintain that context and continuity.
As businesses start to undertake digital transformation projects within the contact center, they need to consider a technology stack that allows them to build context, continuity and channel transitions - this will help with long term goals. We have also seen some nice side effects of approaching the tech stack this way, specifically in the agent experience. They have complete visibility into the customers interactions across various channels which allows them to deliver a seamless experience and reduce customer frustration - it’s a win-win for everyone.
This is built natively in Koopid. As an example, we're able to take the customer coming in from a channel like WhatsApp or Facebook and start an interaction there. This conversation can then be connected to a live agent. Depending on the business requirements, the customer can authenticate themselves within the Koopid interface or execute transactions that require confidential information, then bring them back to the conversation.
Koopid is able to do that because we have built out a very flexible architecture that will allow businesses to extend their channels or processes as needed. Koopid supports any front end channel - your website, mobile app, social media channels, texts, even voice, and then go back and forth between other channels and attach bits of automated self service within a live conversation. Additionally, if you're in a self-service conversation, but you need one thing to be resolved by a human being, you can jump out, have that conversation with the live agent, and come back to completing your flow. These capabilities and the flexibility of the Koopid platform is what is most attractive to our customers.