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October 24, 2024
Electronics Company Has Powerful eCommerce Launch with Augmented AI
Costs are rising as consumers increasingly demand instant 24/7 support.
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Project Overview
In competitive e-commerce, a hearing aid provider needed to enhance customer service to meet the unique needs of their customers and stay competitive.
Like many companies, this hearing aid provider sought greater efficiency and deeper insights to radically improve customer experience. They turned to Crescendo to streamline operations, enhance customer satisfaction with a clearer picture of customer needs, and consolidate costs. Crescendo addressed their key pain points on day 1 of deployment.
The Voice of Customer (VoC) feature provided AI-driven feedback on 100% of interactions, replacing the prior 3% response rate with accurate transcriptions for detailed analysis. This feedback allowed management to better understand customer preferences and make meaningful improvements to both product and CX processes.
Results
CSAT Survey Response
100%
QA Report Time Savings
90%
Overall Cost Savings
20%
Instant Resolutions
75%
"Crescendo has completely transformed our contact center. We now have incredible insights into our CX and we're able to offer round-the-clock support that truly delights customers."
Dan
Vice President of Operations
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