Tim Porter, Founder & CEO“You have to start with the customer experience and work backward to the technology”—Steve Jobs.
If there is a common thread of success between corporate bellwethers like Apple, Amazon, and Zappos, it is that these organizations harbored their triumph on the bedrock of understanding their customers before anything else. It is what drove them to grow into the industry incumbents they are today.
Customer service represents a company’s brand image, mission, and values. Hence, it is of utmost importance to effectively handle the consumer queries and meet their expectations, providing them with positive experiences. And to achieve that, for quite some time now, call centers and traditional voice channels have dominated the customer service landscape, but not anymore. The need for instant gratification, fast delivery, and prompt service has given rise to what is known as self-service, which allows customers to find a solution to their queries without external assistance. Yet, today, most companies lack the self-service technologies that are truly capable of understanding and responding to their customers’ problems. This is exactly where CA-based software firm, Kare’s proprietary AI platform takes center stage. The unique solution uses NLP and advanced analytics to turn unstructured data into easy-to-understand dialogues and instantly responds to customer queries. “Our focus is to help businesses understand customer needs through the lens of their knowledge base,” says Tim Porter, founder and CEO of Kare. Given the ability to sync an enterprise’s knowledge base with its products and services to auto-create and manage dialogues, Kare’s platform is proving to be a boon for companies in today’s world of hard-to-manage smart assistants. Perhaps, what speaks for itself is the solution’s ability to measure the quality of the knowledge, understand the use cases in real-time, and then deliver the precise response.
In fact, Kare goes the extra mile to provide 360-degree visibility into a customer’s journey to really understand their requests and accordingly engineer the response for every individual’s unique requirements. In this way, the firm visibly improves the effectiveness of customer experience. That being said, what truly makes the platform a first-of-its-kind is its ability to scale effortlessly. “Our solution offers scalable dialogue-based self-service. Our clients can start from anywhere and build a smart, ready-to-use knowledge base from nothing or making use of their legacy information,” informs Porter.
Kare goes the extra mile to provide 360-degree visibility into a customer’s journey to really understand their requests and accordingly engineer the response for every individual’s unique requirements
The extensive benefits offered by Kare do not just stop there. The cutting-edge platform also assists customer support agents as they respond to escalated consumer queries. This unique approach eliminates the need to overly manage complex decision trees, reduces website traffic, and increases customer satisfaction, while also ensuring no query ever goes unanswered. Alongside, the platform is fast, quick to implement, simple to use, and provides results almost immediately.
“With our solution in place, businesses can concentrate on enhancing the quality of their customer-facing knowledge and delivering unparalleled self-service,” states Porter. To better highlight this aspect, the story of a pharmaceutical company that Kare worked with serves as the perfect example. The client, offering patient support services, experienced a very high cost per customer query ticket, and was seeking a solution that would change this situation. Using Kare’s AI platform, they were able to lower the average handle time from minutes down to seconds, which ultimately resulted in reducing the overall customer care management costs significantly.
Today, with the increasing number of customers that use Kare’s AI platform, the firm is gradually creating a unique niche for itself in the customer self-service landscape. For the year ahead, Kare not only intends to expand its services across different markets but also bolster its organic growth. “With self-service gaining increased prominence, we are here to make every organization’s information accessible and understandable to their customers,” concludes Porter.