Driving Accurate and Efficient Customer Experience Post-Interaction
Many brands face the challenge of optimizing their customer service, particularly after interactions have taken […]
Solution: Advisory & Transformation
Empowering Agents With AI-Driven Sidd Spark
Balancing operational efficiency with exceptional customer service is a challenge, especially as companies scale their […]
Reducing Pre-Interaction Handle Times for a Leading Beauty Brand With AI and Automation
A leading beauty brand partnered with IntouchCX to handle emails faster ahead of a surge period. We introduced Sidd Pro, an AI-powered agent assist tool, and new hires now reach production levels by week three instead of week eight, with a 30% improvement in email handle time.
Unveiling CX Opportunities for a Delivery Service Brand Through Strategic Sprints
A leading food delivery brand partnered with IntouchCX to sharpen its service program. A strategic sprint revealed two priorities: repetitive call tasks and skill shortfalls among new agents. To resolve both, we paired the SIDD Spark agent assist tool with stronger onboarding.
Global Multilingual Support Transforms Customer Experience
A global online learning leader partnered with IntouchCX to offer niche-language assistance affordably. Our Mosaic Languages solution cut operating costs by more than 50% and lifted service levels by 68.5% within 90 days.
Engineering Change for a Car-Sharing App With IntouchCX’s Strategic Sprint
A leading car-sharing brand partnered with IntouchCX to improve its in-app service through a strategic sprint. Our proposed fixes were implemented by the brand and cut guest no-shows from expired licenses by 42%.
Revolutionizing Multilingual Support: A Case Study on Mosaic Languages and IntouchCX
A consumer electronics brand partnered with IntouchCX to redesign its non-English support across EMEA. Our Mosaic Languages solution cut annual running costs by 51% and lifted CSAT from 65.2% to 91.3%.
Transforming Fraud Prevention in Retail to Boost UX
A North American retail platform with an AI-powered autonomous storefront partnered with IntouchCX to prevent fraud. Our India-based team of 116 FTEs delivers more than 99% case accuracy and a 200% improvement in average handling time.
A Roadmap for Success: Building PX from Scratch in the Gaming Industry.
A Web3 gaming DAO partnered with IntouchCX to build its player support team from scratch. Our omnichannel setup brought first response time under one hour and player satisfaction to 95%.
Scaling Culture: Don’t Mess It Up
“Values create culture, which is the foundation for a company’s long-term success.” It’s critical for […]
Make the Most of Your Metrics
“Metrics that affect both employees and the end customer must be considered to see the […]
Why Technology Won’t Fix Customer Care
“Leaders need to be careful that they aren’t overlooking two important things: people and processes.” […]