IBM Technology Expert Labs ADVISE Offerings for Customer Care Diagnosis

Customer care is more than just providing great customer service. It’s a proactive approach to providing information, tools, and services to customers at each point they interact with a brand. IBM Technology Expert Labs consultants will conduct an assessment of the enterprise's Customer Care solution to ensure they are optimizing the software to solve their business issues and realize the full value of their solution. The assessment will conclude with a readout of recommendations and best practices on next steps.

Business Challenges may include:

1. Subpar customer experience → leads to dissatisfaction, potential revenue loss, and negative brand reputation
2. Financial strain → High costs hinder profitability and limit the adoption of advanced customer care technologies necessary for delivering exceptional experiences
3. Under-experienced staff → Many clients employ cheaper resources versus going with the established experts, which leads to delays/errors, long-term maintenance issues, and low return on investment.

Business Outcomes Desired may include:

i) An assessment of the Client’s Customer Care solution to ensure they are optimizing the software to solve their business issues and realize the full value of their Customer Care solution.

ii) Access to real-time analytics and metrics regarding the health of an existing virtual agent solution with recommendations for improvements.

ii) Personalized recommendations for improvements and the state of the "health" of your customer care solution

iv) A better understanding of how to improve: user experience; text and or voice ergonomics; conversation structure and coverage; maintenance and improvement cycles; possible migration considerations; projected return on investment of recommendations; expansion opportunities to improve core metrics.