Service desk consulting
You have a unique customer service environment in need of transformation. Top of the list is modernizing operations to take advantage of Artificial Intelligence (AI). Our Service Desk experts are ready to assist you in evaluating your requirements, building a roadmap, and implementing the latest AI-based CRM, Ticketing, and IVR systems.
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.
– Warren Buffet
How we can HELP
Services OfferingsService Offerings
Service/ Support Assessment
Baseline: The service and support assessment process evaluates your organization’s customer service effectiveness, encompassing factors like response times and issue resolution efficiency. Feedback from customers, collected through surveys or direct communication, is analyzed to identify areas for improvement. This systematic evaluation helps organizations refine their strategies, ensuring better customer satisfaction and stronger relationships.
- Benchmark vs Best Practices
Service - Organization Strategy
- AI Customer Support Technology Plan
Intelligent SWARMING
Discover the superior advantages of our service, revolutionizing collaborative problem-solving through intelligent case swarming. Unlike traditional tiered support systems, our approach involves dynamic task allocation, ensuring optimal resource utilization and enhancing overall productivity. By harnessing collective intelligence, our method fosters agile and effective problem-solving, significantly improving conventional tiered support structures.
- Break down inefficient silos in the support process
- Optimal resource utilization for enhanced productivity
- Harness collective intelligence for agile and effective problem-solving, surpassing the limitations of tiered support.
Support KPI's and Metrics
As you elevate your customer service with cutting-edge AI, you need equally advanced KPIs and metrics. We help you implement new metrics like Automated Resolution Rate (ARR%) and proactive insights into customer satisfaction and emotions through Predictive Customer Satisfaction (PCS) and Sentiment Analysis Scores, enhancing the overall quality of your service.
- Behavioral Prediction Scores anticipate customer actions, aiding in personalized interactions.
- Containment Rate assesses AI effectiveness by measuring interactions handled without live agents.
- Stay ahead with real-time insights into customer sentiments through Sentiment Analysis Scores.
Self-Service Optimization
Empower your customers with proactive self-service options, leveraging AI-driven chatbots and knowledge management. This approach allows them to independently research and troubleshoot issues, ensuring swift access to relevant information without direct interaction with company representatives. Integrate these advanced technologies seamlessly into your support framework for efficient and convenient solutions, ultimately enhancing customer satisfaction.
- Effective User-Friendly AI Chatbots
- Dynamic Knowledge Base Updates
- Continuous Optimization of Self-Service Experience
Knowledge Management
Discover the power of Knowledge Management (KM) and Knowledge-Centered Service (KCS) with our comprehensive service offering. Elevate your organizational efficiency by implementing robust KM strategies tailored to your unique needs. Benefit from our expertise in KCS, streamlining information flow and fostering a culture of continuous improvement.
- Tailored Knowledge Management strategies for organizational efficiency
- Implementation of Knowledge-Centered Service (KCS) for optimized information flow
- Cultivation of a culture of continuous improvement through effective knowledge sharing.
OMNI CHANNEL SUPPORT LEVERAGE
Omni Channel Support seamlessly integrates various communication channels to enhance customer experience and streamline interactions. It encompasses chat, voice, SMS, email, and more, providing a unified platform for efficient customer engagement. With real-time data synchronization and a holistic view of customer interactions, businesses can deliver consistent and personalized support across diverse channels, fostering customer satisfaction and loyalty.
- Integration of multiple communication channels
- Real-time data synchronization for a unified customer view
- Enables consistent and personalized support across diverse channels
CUSTOMER Success Management
Upgrade your Customer Success Management methodolgy for a focus on your customer’s success. Our tailored solutions ensure each interaction adds value to your customer’s goals. Easily measure satisfaction with automated Customer Satisfaction (CSAT) using advanced AI, complemented by metrics like Net Promoter Score (NPS) and Value Enhancement Score (VES).
- Tailored Solutions: Aligning with your business objectives.
- Automated CSAT with AI: Effortlessly measure satisfaction using advanced technology.
- NPS and VES Metrics: Evaluate satisfaction and quantify value for a complete understanding.
Support technology
Discover new revolutionary approaches to customer support with cutting-edge technology. Experience the power of generative AI, AI-based IVRs, and ChatBots, ensuring seamless interactions. Elevate customer satisfaction through AI-enhanced CRM, effective Customer Success Management, and streamlined Ticketing systems, providing a holistic solution for unparalleled support.
- Harness the efficiency of generative AI for personalized customer interactions.
- Optimize response times and enhance user experience with AI-based IVRs and ChatBots.
- Elevate customer relationships through AI-enhanced CRM, Customer Success Management, and streamlined Ticketing systems.
Partners
SalesFORCE
DKGIT offers a complete service to establish your Project Management Office (PMO). We can also assess and exiting PMO and assess it’s level of maturity and offer a roadmap to increase its effectiveness.
AWS
DKGIT offers a complete service to establish your Cloud Business Office (CBO). We can also assess and exiting CBO and assess its level of maturity and offer a roadmap to increase its effectiveness. Cloud best practices
Service Now
DKGIT offers a complete service to establish your Value Realzation Office (VRO). VRO’s are recent innovation that addresses the ROI across all IT investments. Almost all organizations benefit from the savings.
Business IQ
PODCAST
AI STRATEGY:
A Pragmatic Approach to AI
To incorporate AI into your company, it is crucial to adopt a strategic approach aligned with an AI maturity model. This model encompasses key elements such as AI Governance, Data Management and Security for AI, People & AI Skills, AI Processes…
Case StudY
STRATEGIC GOAL
Bring AI to The Phone Channel: Hello Tommorow!
Problem
The IVR system employed by this large service desk was built on outdated technology. Consequently, updating and maintaining the IVR flow for the 20+ service phone numbers proved challenging. The service center had to record various voice prompts for different IVR flows, and there was a lack of AI in the channel to facilitate call deflection. In addition, Call Quality Monitoring was a 100% manual effort.
Solution
Implementation of a new IVR based on Amazon Connect which allowed for metadata driven IVRs that could easily morph themselves in real-time. All prompts were generated using real-time text to voice AI. Customer Intents were detected using AI and calls were either deflected with answers where possible. Voice calls were transcribed and driven through AI based Call Quality monitoring tools so that 100% of calls were automatically analyzed and reported on.
STRATEGIC RESULTS
The technology update reduced the time to update IVR flows to minutes and put the control in the hands of the service desk so that they could change the IVR as needed to respond to changing situations. Also, adding deflection in the voice channel reduced call load across the contact center. Lastly, using AI to run quality checks on 100% of calls improved visibility into call center and agent performance while reducing the need to add QA analysts.
“I feel like we made a huge leap into the future. The IVRs have become a tool instead of an impediment and AI QA for all our calls is a game changer.”
– Sr. Director, Contact Center