Digital Customer Experience

Our expertise enabled by design thinking

Our Customer Experience services transform customer service by improving engagement across channels and reducing human dependency via assisted and self-service tools like chat bots, conversational AI, etc. To simplify processes, we leverage design thinking - disruptive insights, future vision, experience roadmap, design, and continuous improvement. This includes analyzing the customer journey mapping (from inquiry to retention) and voice of the customer; benchmarking current and desired states; addressing pain-points and continuously monitoring implementation success. We leverage best practices, predictive analytics and sentiment analysis tools for proactive interventions. The parameters improved include - First Contact Resolution (FCR), unified user interface, and proactive next best actions for better issue resolutions

Typical improvements for Wipro clients

NPS improvement by 10-20 points
Improved First Time Fix rate by 10%
Reduction in ticket volumes by 30%
Reduced technician field visits by 25%
Deflection of volume from voice to chat/email by 35-40%

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