AI-powered customer portal boosts satisfaction by 40% and reduces support tickets by 50%
A leading IT services company serving Fortune 500 clients worldwide sought to improve its customer engagement and support processes. With a growing client base and increasingly complex service offerings, the company needed a solution to streamline customer interactions and enhance overall satisfaction.
Challenges:
- High volume of repetitive customer queries overwhelming support staff
- Lengthy response times leading to customer frustration and decreased satisfaction
- Difficulty in providing personalized support across diverse client portfolios
- Inefficient knowledge sharing between support teams and clients
- Limited self-service options for customers seeking quick resolutions
Solution:
Xerago implemented a comprehensive AI-powered customer engagement platform featuring:
- Intuitive customer portal with personalized dashboards for each client
- AI-driven chatbot for instant responses to common queries
- Knowledge base with smart search functionality for self-service support
- Automated ticket routing and prioritization system
- Real-time analytics and reporting for proactive issue resolution
- Integration with existing CRM and project management tools
