Askr is a system that allows a company to manage and reply to customer support queries received via text. The system uses sentiment analysis and number information to prioritise and highlight incoming messages in a web ui.
Poorly managed Customer Support is bad for business
- Call centres are costly and scale linearly, one representative can be on the phone to exactly one customer at one time
Customers hate phoning companies
- 90% of customers cite long call times as their biggest frustration
- 45% said offering better service options via mobile would make a difference in their decision to switch.
Given that neither end of the phone line wants to be there, this was a problem we needed to solve.
For the user, ease of use was paramount, ideally:
- Nothing to download
- Something they already know how to do Clearly, text messaging is the obvious choice.
Technology light customer side, technology heavy company side.
- One list of incoming queries seen by multiple representatives: open so problems are shared
- Sentiment Analysis: Highlights unhappy users as a priority to remedy
- Nexmo Number Information: network-availability gives an indication of customer response time; number validity flags requests from fake numbers, and network-provider highlights potential sales opportunities.
NB: All statistics came from this survey by Accenture last year: http://www.accenture.com/Microsites/global-consumer-pulse-research/Pages/home.aspx