Home/Customer Experience

Show me how Conversity goes the extra mile for customer service

Customer experience is becoming a strategic opportunity for businesses. If you can efficiently provide frictionless, personalised service, you can increase customer engagement, loyalty, retention, and thus lifetime value. But as consumers demand better, more personalised service, on any channel, achieving those goals and increasing your NPS gets tougher.

And as products and services becoming more complex, avoiding costly miss-selling becomes essential to improving customer experience.

The RIPPL™ platform from Conversity makes meeting — and exceeding — your customer experience goals far more achievable.

RIPPL customer benefits

Improve customer experience with a personalised service

33% increase in customer retention rates

NPS score enhanced by 10%

Service that sells more

RIPPL equips associates to give customer service that feels truly personal, at every stage of their purchase journey. It provides associates with training, prompts and tools to guide customers through your complex products correctly, every time, reducing miss-selling and increasing conversion.

It can also help customers self-serve, either in-store or online, freeing the customer service team to serve other customers without sacrificing customer satisfaction.

As a result, customers have a great experience with you, increasing NPS and customer loyalty.

An efficient omni-channel experience

We’ve designed RIPPL to make providing great customer experience, on any or all of your sales channels, more efficient. The standardised customer journeys RIPPL creates enable associates to move customers through support queries faster, while still giving a personal service

As a result, you can reduce average call handling time, while innovative screen sharing tools allow associates to handle multiple online queries concurrently, further increasing your efficiency and productivity. Because the service feels personal and tailored to the consumer, RIPPL can also help improve your NPS by increasing customer satisfaction and retention.

See how RIPPL enhances the omni-channel customer journey.

Commercial Benefits RIPPL Guided selling can bring

Guide customers through complex purchases & validate their needs

Speed up customer decision making

Omni-channel ready – allowing your most valuable customers to move seamlessly between channels– Retail, Online, Call-centre

Needs based personalised product recommendations

Reduced costly and damaging miss-selling

Consistent sales and service model to boost NPS, KPI improvement, ROI and brand experience

Provides data for customer profiling

Improve employee engagement with customers

From our blog

The Synergistic Benefits of ‘Leisure Shopping’ and Why Brands Must Take Responsibility for Enriching the Shopping Experience

As online shopping becomes an increasingly dominant force in the retail world, many shopping centres are introducing ‘trip motivations’ to their environments – adding leisure activities and entertainment – such as crazy golf and escape rooms – in a bid to encourage consumer spending by driving footfall and providing them with a richer, all-round experience. Here's how...

Intelligent selling

January brought extreme cold weather, snow, and leading retailer brands from across the globe and suppliers wanting to share their innovations to New York’s annual National Retail Federation (NRF) Big Show and Expo event.

Our customer experience insider looked beyond the hype and technical jargon to highlight the trends and tech aiming to make a positive impact on customer experience. And we go further and share the challenges that are still to be addressed.

‘The Most Important Data Privacy Regulation in 20 Years’ Making Sure Retailers & Telco Systems are GDPR Compliant

The month of May is upon us, and with it comes the much-anticipated GDPR deadline. For retailers and telcos, GDPR is much more than a data cleanse or a one-off frustrating inconvenience, it’s an opportunity to renegotiate the terms of engagement between people, their data, and your company, whilst also throwing light on the systems you have in place to ensure you remain GDPR compliant both now and in the future.

Contact us to find out how Conversity can help your business improve acquisition, retention and sales.

Contact Us