When a customer’s journey is interrupted by an error, it’s in both of your interests to diagnose the issue quickly and find a lasting solution. But without the right information, there’s not a lot customer service representatives can do.
Glassbox can help. With our open API, representatives gain instant access to a recording of the issue, which helps speed up the diagnosis and solution, freeing up the line for another caller.
Shorten calls with real-time replay
Digital sessions can be replayed 3 seconds after they occur. This allows call centre representatives to guide the customer to a solution quickly, in real-time.
There’s no need to share screens or take control of the computer. Representatives view the session in the exact same way customers on the line experience them, and can guide them step-by-step for a faster resolution.
"Within 8 weeks Leumi has received the fastest and most effective ROI when compared to previous mobile technology implementations"
Retrieve any session with free-text search
Customer service representatives can easily retrieve any of the customer’s past sessions using free-text search.
This means that customers aren’t relied upon to remember specific details, and representatives can more easily understand the issue and focus on finding a solution.
Break down silos with flexible data export
If customer service representatives are receiving an abnormal volume of calls about a certain issue, they can immediately flag the problem to the appropriate IT department.
By doing so, they can ensure that the problem is dealt with at the source, helping solve usability issues and reduce call centre waiting times.
Find out more about our Customer Support Optimization solution