Pinpoint problems.
Shorten calls.
Equip your Call Centre with prediction

Generic instructions, such as "restart your smartphone" or "restart your set-top box," too often lead to a frustrated and dissatisfied customer calling repeatedly for more specific problem-solving, and with extended call durations. Precisely what you want to avoid. If the root of an upstart problem is not identified from the general influx of customer calls, technicians miss the window of opportunity to solve this problem before it branches out to other customers. When this occurs, the spark from an individual complaint can quickly develop into "wildfires" and the consequence is that a critical number of specialists and managers spend inordinate amounts of time trying to put the fires out. BitSwan provides the method for extinguishing these problems before they can build. Basically, here’s how BitSwan works:

• It analyses all network data in real-time, and in doing so initiates investigations immediately after the first symptoms occur;

• It identifies unique problems and their sources;

• It can then pinpoint potential network outages, and immediately alert customer service operators with this critical and specific information.

BitSwan analyses all technical data in real-time and comprises them into one intelligent dashboard. Using the BitSwan dashboard, the customer service operator sees precisely which customers are being affected by a network outage—even in advance of incoming customer calls. And since BitSwan has already provided the operator with critical insight into the emerging issue, the call script can be amended to respond to each caller’s specific context. This results in shortened call times, enhanced problem-solving, and much-improved customer service. Beyond these significant advantages, BitSwan provides the option of proactive messaging to VIP customers, detailing specific deteriorations to their services, which can sustain vital customer relations.

In such an instance, the call centre operator, unfortunately, does not have information about customer's prior attempts to solve the problems, and this can result in redundant detailed inquiries. Calls then become both lengthy and frustrating for both sides.

BitSwan mitigates this problem by creating an Omnichannel. It monitors all support channels, maps the entire customer journey, and detects repetitive customer calls to CC. BitSwan automatically notifies the CC operator that the calling customer has previously tried another support channel, but has failed to solve the problem. Through real-time operational reporting, Bitswan reduces unnecessary call time devoted to redundancies, and in doing so provides a better opportunity for customer's issue to be rectified in one efficient call.