CrowdCare Corporation, provider of the world’s most advanced customer self-care solutions for connected devices, is pleased to announce that a Tier 1 Wireless Provider in North America has rolled out the Wysdom contextual self-care platform. By implementing Wysdom as part of their customer care app, the Tier 1 provider is getting quick, effective and personalized answers to customers’ questions on account, billing and device related issues; and diverting nearly 50% of support calls from customers on their wireless products and services.
Research shows that current self-care tools are not answering customers’ care and support questions. Customers prefer self care through mobile apps or web sites that are simple to use, convenient and provide the right level of interactivity. With the number of wireless connected devices expected to grow to 50 billion by 2020, contextual search-based self care is the only viable solution to keep up with the growth. The Wysdom platform is the customer care platform that can scale with the Internet of Things (IoT) by using context to personalize answers and support virtually any piece of hardware.
By adding context to the latest in natural language processing (NLP) technologies, the Wysdom platform delivers the right answers to customers’ natural language questions. Thousands of data points from billing, the network and the devices are reviewed to deliver the most relevant and qualified answer. This improves the care experience, increases customer satisfaction and Net Promoter Score (NPS), and reduces the strain on their customer care teams and lowers support costs.
“Customer care will never be the same for connected devices”, says Ian Collins, CEO and Co-Founder of CrowdCare. “Wysdom is the only contextual search platform that learns from real customer questions and gets smarter every day. We couldn’t be happier to help this Tier 1 carrier drive customer self care to the next level.”
*Overcoming Obstacles to Digital Customer Care | McKinsey & Company
CrowdCare is a fast growing technology company committed to creating the best customer self-care experiences on the planet. By providing the world’s most advanced care and support solutions for connected devices, CrowdCare helps mobile carriers and IoT providers increase customer satisfaction and lower their service costs. Wysdom software provides cognitive self care by adding context to the the power of Natural Language Processing to deliver instant actionable answers, specifically relevant to each user.