Optimising service management with Sinch

Service Management Optimisation

Bring your customer service into the new era

The goal

Transform your contact centre

Customers sometimes have very high expectations of a company's customer service. They want to be able to establish direct contact with customer service on the platform of their choice. To this end, customers do not want to be confronted with long waiting times or be passed on from person to person so that their enquiry can be processed or a problem solved. In order not to have to wait, customers would prefer a conversation with a chatbot - companies should do justice to this development and this new expectation towards them.

Sinch enables us to handle seasonal retail volumes. For eample, during Black Week, we were able to handle 50% more contacts than previous years.
Tobias Zackrisson Business Development Manager ELKJØP

Challenge

Are your customers stuck in the queue for too long?

Customers often have to wait far too long for service requests. If the waiting time is perceived as too long, this circumstance sometimes costs the company the loyalty of its customers. According to survey data, 80% of customers even change brands because of a bad experience with customer service. A bad assessment of customer service is not only caused by long waiting times, but also by being passed on to different people to solve a problem. Over 80% of consumers expect to be able to solve complex problems by talking to just one person.

Customers expect more from customer service

  • One in three customers say that poor customer service affects their loyalty to the brand.
  • 80% of customers have switched brands because of a poor customer experience.
  • Younger generations' expectation of queue times are shorter.
  • 74% of customers are willing to invest money to avoid waiting in line.
  • Almost 80 % of customers would prefer a conversation with a bot to a long wait.
  • 82% of consumers expect to be able to solve complex problems by talking to just one person.
70% of consumers are annoyed by waiting times that exceed 30 minutes. One in five customers had a wait time that exceeded the 30-minute window during their last interaction.

Is your customer service no longer up to date?

What customer service used to be:

  • Support only by phone (possibly chat and email).
  • Service staff who can only process channel by channel
  • Requests are assigned to each available agent
  • No personalisation
  • Frustrated agents and customers

What modern customer service means:

  • Customers can choose from a variety of channels
  • Service staff manage multiple channels simultaneously from one interface
  • Skill-based routing
  • Chatbot and voice bot routing/service
  • Requests are assigned to a contact person
  • Satisfied customers and motivated employees

Benefits

Making customers more satisfied with a modern service

And more reasons why you should switch now

Increase customer satisfaction

Customer satisfaction

Your customers are more satisfied with modern customer service.
Immediate solutions

Immediate solutions

Requests are often resolved on first contact with the customer, without necessary referrals.
Increased sales rate

Increased sales rate

Through improved service, you not only strengthen your customer loyalty, you increase your sales rate.
Less time required

Less time required

They spend much less time dealing with customer enquiries and can solve problems more quickly.
Less staff costs

Less staff costs

Through the targeted control and automated processing of enquiries, you reduce time and personnel costs.
Increase customer satisfaction

Customer satisfaction

Your customers are more satisfied with modern customer service.
Immediate solutions

Immediate solutions

Requests are often resolved on first contact with the customer, without necessary referrals.
Increased sales rate

Increased sales rate

Through improved service, you not only strengthen your customer loyalty, you increase your sales rate.
Less time required

Less time required

They spend much less time dealing with customer enquiries and can solve problems more quickly.
Less staff costs

Less staff costs

Through the targeted control and automated processing of enquiries, you reduce time and personnel costs.

Our solution

Optimise your customer service with Sinch solutions

No matter which channel your customers choose, with Sinch the request can be managed by the same agent on one platform. Customers contact your customer service via the channel of their choice, whereupon the bot can solve the problem or assign it to a service agent. The solution to the problem is found as quickly as possible.

Optimise your customer service with Sinch solutions.

Success factors

Transform your contact centre with the right tools

Routing to the right person is crucial for high customer satisfaction. Bots for voicemail and conversations, as well as chat, are a must to handle high volumes of inbound traffic. Actionable insights from your reports will improve your customer service.

Success factor forwarding

Success factor routing

Routing to the right agent

  • Omnichannel routing
  • Multi-qualified agents
  • Custom routing rules
Bots as a success factor

Success factor bot

Bots for voice and chat

  • Industry templates
  • No-code platform
  • Multilingual support 
Erfolgsfaktor Daten

Success factor reporting

Actionable insights boost your service

  • Real-time data
  • Pre-built reports
  • Botanalytics

Contact Center Forwarding

Finding the way to the right agent at the right time, with the right knowledge

It is precisely the different channels of contact and the forwarding to the appropriate service employee who can solve the problem or answer the question that takes time. If this process is managed automatically across all channels, customers are forwarded to the right employee within the shortest possible time.

Finding the way to the right agent at the right time, with the right knowledge.

Contact Center Chatbots

Chat and voice bots help you scale through automation

  • Are you new to the world of bots?

No problem! We have pre-configured templates tailored to different industries.

  • Would you like to train your own bot but have no technical skills or team?

Don't worry! Our platform is a no-code platform that is easy for anyone to use and we do the setup for you!

  • Do you need bots for different channels and for several languages?

Don't worry! Chatlayer is a multilingual platform that automatically translates your bot into all the languages you need. No extra work for you, but more convenience for your customers.

Contact Center Chatbots

Chat and voice bots help you scale your requirements through automation

1. Integrated reporting functions

Integrated reporting functions

1. Data in real time

Data in real time

1. Reporting bots

Reporting bots

1. Data integration of other tools

Data integration of other tools

1. Selection of prefabricated/free reports

Selection of prefabricated/free reports

1. Integrated reporting functions

Integrated reporting functions

1. Data in real time

Data in real time

1. Reporting bots

Reporting bots

1. Data integration of other tools

Data integration of other tools

1. Selection of prefabricated/free reports

Selection of prefabricated/free reports

Partnership KPS and Sinch

KPS offers added value to companies looking to transform a contact centre.

"The experience we have helps us to support our clients, not only with the technical set-up, but also from a business process perspective. We want our customers to challenge their existing practices and make their contact centre more efficient. An important part of that is getting the right analytical measurements. The solution itself has very good monitoring and reporting capabilities, but we can also help our customers create more reports if needed."

KPS has extensive experience with versatile system integrations: "Most often we have integrated Sinch Contact Pro with SAP Service Cloud, but there are also standard integrations with Salesforce and ServiceNow solutions. Integrations with numerous third-party systems such as NICE CXone (knowledge base), Calabrio (quality management, workforce management, analytics) and SAP BW we have also delivered." KPS offers to integrate any other solution should the need arise.

The goal is to be a consulting partner that clients can trust.

"We prefer to do projects where we are part of the whole end-to-end journey, from the discovery workshops to the implementation phase and ongoing support. This way, our clients have a partner they can rely on and don't have to worry about failures in the set-up after go-live and hypercare."

KPS has experience with Sinch Contact Pro technology from the past five years.

"The solution has evolved over that time, but through our projects and partnership with Sinch, we've kept our expertise up to date over the years."
Conctact Pro by Sinch

Conctact Pro by Sinch

Contact Center Solution

  • True omnichannel support
  • Browser-based
  • Available on-site and remotely
  • Manage multiple chats simultaneously
  • Skill-based routing to the best available service agent
  • IVR routing to the right queue
  • Standard integrations with CRM tools
Chatlayer by Sinch

Chatlayer by Sinch

Automation Solution

  • Chat and voice bots for answering and forwarding
  • Conversational AI platform
  • Pre-built templates by industry
  • Design & training of bots with no-code platform
  • Pre-built integrations with SAP, Salesforce and other CRM systems
  • 125 supported languages
We have worked with KPS on large implementation projects and look forward to continue this collaboration with our valued partner in the future.
Mika Tuominen Head of Contact Center Sales MD Sinch Finland Systems Oy

Our offering

Our package offers - Choose your starting point!

Other variations can be created as needed:

Hervorragender Service

Service Excellence

Omnichannel support and enquiry management on one platform

  • Sinch Contact Pro
  • Customer service channels of your choice
  • Skill-based routing
  • IVR setup
Service Excellence Plus

Service Excellence Plus

Activate chat and voice bots and automate your customer service

  •  Excellent services +
  • Chatlayer with chat and voice bots for call management and routing.
  • Improving self-service for customers
Service Excellence E2E

Service Excellence E2E

360° customer view and end-to-end customer service solutions

  • Excellent Service Plus +
  • SAP service cloud
  • 360° view of customer interactions, orders and tickets
  • Services management

Module & Partner

Modulare Infrastruktur als Erfolgsprinzip für Ihre technologische Transformation

Ausgehend vom Prinzip der Modularität gestalten KPS-Marketingexperten automatisierte Marketing-Systeme mit maßgeschneidertem Aufbau. Durch die Integration interoperabler Funktionsbausteine auf einer modularen Plattform sind reibungslose Prozessabläufe sichergestellt und das symptomatische Herumdoktern an mangelhaften Features erübrigt sich. 

Business Process Driven

Business Process Driven

Ihre branchenspezifischen End-to-End-Szenarien werden vollständig abgedeckt.
Unified Experience Layer

Unified Experience Layer

Einheitliche Benutzererfahrung entlang aller erforderlichen Touchpoints.
User Experience Landscape

User Experience Landscape

MACH-zertifizierte digitale Integrationsplattform.
Business Operations Landscape

Business Operations Landscape

12 Plattform-Domänen, kombinierbar mit den am besten geeigneten Softwareprodukten.
Business Process Driven

Business Process Driven

Ihre branchenspezifischen End-to-End-Szenarien werden vollständig abgedeckt.
Unified Experience Layer

Unified Experience Layer

Einheitliche Benutzererfahrung entlang aller erforderlichen Touchpoints.
User Experience Landscape

User Experience Landscape

MACH-zertifizierte digitale Integrationsplattform.
Business Operations Landscape

Business Operations Landscape

12 Plattform-Domänen, kombinierbar mit den am besten geeigneten Softwareprodukten.

Success stories

Secure a clear advantage over your competitors.

Well-known brands such as the international luxury brand Harrods achieve a clear lead over their competitors with us.

Elkjøp

Harrods

Mirka

Contact

A free workshop will help you get started! Get in touch with us:

Image for the article intro information

Julian Drees, Principal KPS

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  • Email:

    instant@kps.com

  • Social Media:
    LinkedIn  

    Xing

  • Expert for:
    Customer Experience, Loyalty

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