Smart Channeling for an Effortless Customer Journey_

Seamlessly Transfer Customers to the most Effective Path

We seamlessly transition your customers to the most effective channel

Based on your digital engagement strategy  including customer profile, inquiry, and context Nanorep can promote a variety of human-enabled channels.

Your digital engagement strategy determines with which channels your customers can interact , and at what point they should be transferred to an alternate channel.

Knowing how to build a great engagement strategy also means understanding which channels work best for which scenario. Deploying the correct strategy requires understanding the advantages of each channel and having the tools to push that strategy forward.

Our Smart Channeling capabilities seamlessly route your customers through the most effective path for a faster resolution. The solution is channel-agnostic and easily integrates with existing service programs while allowing brands to define, implement, and measure a digital engagement strategy that best suits their goals.

Smart Channeling

Seamless Transition
to the Right Channel

Understanding the values and strengths of each channel in your organization is essential to creating a top-level customer journey. Smart Channeling allows you to define the most appropriate escalated service options for each specific issue, giving you the control necessary to establish the ultimate digital experience for your consumers.

With Nanorep, channeling is done continuously across all relevant channels to make sure the journey remains intact with consistency and integrity of information. Based on the customers’ query and profile, customers are guided to new paths of engagement assigned to the right agent, one with the right skill set for the client’s specific needs, for service either via phone, message, email or a different warranted channel.

PROVEN RESULTS:

500 Deployments_

  • rbs
  • vodafone
  • icicibank
  • yatra
  • zalando
  • paysafe
  • fedex
  • ikea
  • leumi
  • dfs
  • discount
  • mtv
  • gant
  • wiggle
  • fandango
  • chegg
  • elal
  • pnbank
  • yes
  • hot
  • rocketlawyer
  • united medicare advisors
  • living spaces

Due to Nanorep we were able to reduce the number of questions answered by humans by 70% and have our agents deal with 6 times fewer inquiries per day. So when you deal with tens of thousands of inquiries every month, it is no surprise that our reps are absolutely in love with Nanorep. Nanorep also allowed us to manage our ever-growing product KB by automating the per product FAQ cycle and as a result the conversion rate of visitors using Nanorep on our websites has tripled than those who don’t.

We absolutely love our nanorep solution! nanorep accurately replies to our customers’ inquiries, from pre-sale questions about products and policies to order tracking and shipments. Within a couple of months, we reduced our support overhead by 80% while significantly improving our agents’ response time. We have also seen an uplift in almost all of our success metrics along the customer journey.

nanorep automatically answers more than 13,000 questions per month and free existing agent to use their time and expertise more efficiently. The solution allows our reps to focus more on the high-value chat requests and the ones who are more likely to convert

We have multiple products and multiple brands and the fact that we’re able to segment that out while maintaining it within two databases as opposed to what could potentially be 10 or 15. That’s definitely something that has been a game-changer for us.

Our business more than quadrupled over the past year. With nanorep we are able to serve our ever growing account base with just a moderate increase in agents. nanorep delivers great ROI, a tremendous saving in labor costs, and enhanced customer experience.

nanorep positively impacted our inbound client inquiries. Within 8 months, we were able to reduce call volume by 31% and chat volume by 38%. nanorep’s implementation has immensely helped our needs for both customers and our internal productivity and training. We estimate that nanorep has helped us keep overhead increases at bay.

nanorep extended the reach of the Voice of the Customer for us, whereas before I had to rely only on customer care engagement data . With nanorep I get a clearly communicated story for these customers, whose voices had previously been silent. I can now understand why the flow may be abandoned at a certain time, because nanorep is a sort of ‘mind reader’ for our customers, helping us provide a greater customer experience.

nanorep is at the center of our support strategy at Yola. We believe in scaling support by never answering the same question twice! nanorep helps us to do this by it’s elegant solution to the problem of search. No matter how vast your knowledge base is, unless customers can find the answers easily, it is useless. nanorep turns your knowledge base into a goldmine! It allows us to easily maintain an automatic answer rate of 90% or higher! nanorep is like the ATM of support providing robust self-service and ensuring that our customers get what they need, 24/7!

Providing timely support of high quality to our 55 million registered users has always been a challenging goal for us at MyHeritage.com. As soon as we deployed nanorep, we’ve been able to channel trained support staff to focus on responding to the more difficult, personal cases while letting nanorep handle hundreds of simpler support questions each day, automatically, to the complete satisfaction of our customers. We’ve found nanorep to be an extremely capable system that learns and improves over time. It does an excellent job of matching customer questions to appropriate answers prepared by our staff in advance, in multiple languages. Our investment in nanorep has had positive ROI from day one and I strongly recommend it to any organization striving to deliver superior support to its customers.

Outstanding service and support from these guys, just how it should be. The whole team is focused on achieving success. Highly recommended!

Intelligent technology makes your customer service stand out_