EV Self Help connects to provide agents step-by-step instructions to guide them through a client interaction, pulling contextualized data directly from Salesforce for an enhanced experience.
EasyVista’s EV Self Help Integration Creates Fluidity and Improves Customer Experience
Customer service agents are expected to provide fast, personalized answers to meet each customer’s needs while providing exceptional service. An intelligent knowledge base with guided workflows can empower agents working to resolve customer needs, but personalization may be missing.
EV Self Help takes providing quality service a step further by empowering agents to find necessary knowledge and giving customers the ability to find answers and solutions on their own. Rather than utilizing a traditional knowledge base, a dynamic, intelligent knowledge base guides users and triggers follow-up actions specific to the end-customer, providing uniformity and flexibility simultaneously.
The result is a better customer experience, fewer calls to customer support for issues that can be addressed in Self Help, faster employee onboarding, and ultimately better productivity. In fact, EV Self Help can reduce onboarding time by 70%1, lower tier-1 calls by 30%2, improve call resolution time by 20%3, and reduce knowledge creation time by 90%4. All of this amounts to major cost optimization all while providing dynamic, interactive experiences.
Through EasyVista’s solution on AppExchange , professionals benefit from an enhanced, agile experience and customers will gain more personalized interactions.
Comments on the News
- Jamal Labed, co-founder and COO of EasyVista welcomes this announcement, stating: “The market for providing a positive customer experience is expanding, and increasingly important. EasyVista is committed to constantly improving the quality of customer service through our automation tools and know-how. We strive to provide innovative solutions to those who want to give their customers a personalized and contextualized experience, and who want to make their end-customers feel understood with each interaction.”
- “EV Self Help is a welcome addition to AppExchange, as they power digital transformation for customers by providing enhanced, integrated experience,” said Woodson Martin, GM of Salesforce AppExchange. “AppExchange is constantly evolving to enable our partners to build cutting-edge solutions to drive customer success.”