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HGS Enhances Digital Assist Chat to Boost Customer Experience

Wednesday, February 24, 2016

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CHICHAGO, IL: Hinduja Global Solutions (HGS), a provider of business process management (BPM) services, announces the enhancement of services to its Digital Assist Chat- a customer engagement service solution- to help extend better customer services to businesses and enterprises.

HGS’ Digital Assist Chat services aims to increase customer’s experiences by responding to consumer’s questions and queries- quickly along with giving the right advice and answers. The solution’s intelligent automated agent’s front-end can resolve issues without an agent’s assistance and has the ability to work across various channels and devices. This enables a seamless customer experience on the websites, in company messenger apps or third party apps such as Facebook Messenger.

The Digital Assist Chat channel has the capability to resolve simple questions from customers smoothly through self-service options. For complex questions and issues from customers, the solution automatically redirects the questions to live agents, providing a real-time personalized service. The service integrates existing voice channels by using its smart technology to deflect calls to self-service or live agent support channel.

 Interaction analytics, automation and a common knowledge base are all critical components of HGS’s Digital Natural Assist (DNA), a knowledge management technology that unifies the customer experience across channels. The HGS DNA serves the purpose of increasing the customer’s experience of companies in complex industries by solving technical issues- even those with requirement of visual aids efficiently and in a cost-effective manner.

Digital Assist Chat can be deployed in either a proactive or reactive mode, depending on the customer’s activity and business need. Proactive chat invites customers to chat with agent based on their query, pages browsed, and other criteria. Reactive chat is an interceptive chat option which is instantly enabled when a customer wants to chat with a live agent.

Customer experience is enhanced by services that include co-browsing, sharing content, pushing videos, secure forms, interactive engagement, and insight optimization analytics. The Digital Assist Chat service can be deployed quickly and has the native ability to integrate with any CRM, knowledgebase, or third party tools required for successful program delivery.

“Today’s consumers want immediate and effortless support when an issue arises,” says Mandeep Kwatra, Vice President of Solutions and Capabilities at HGS. “We believe as these demands grow, businesses need services that help them quickly deliver the right answers. That’s what Digital Assist Chat is all about – making it easy for customers to help themselves, and seamlessly integrating live agent support when necessary… when it adds value to the customer and the business. And not just on the web any more, with new channels of service and IOT, chat is now more popular than ever on mobile devices.”

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