CrowdCare Corporation, provider of the world’s most advanced self-care solutions for connected devices, is pleased to announce it has expanded into the UK with a new resource based there. Geoff Casely, a 20 year veteran of the EMEA mobile telecoms industry, is now working with mobile operators across the region to increase customer satisfaction, raise Net Promoter Scores (NPS) and achieve massive cost savings, by helping them to dramatically improve the way they provide self-care to their customers.
With the intense competition among carriers in Europe and high expectations from customers, there is a growing need to differentiate services with a great self-care experience. The latest research shows that customers prefer self-care through mobile apps or web sites that are simple to use, convenient and have the right level of interactivity*. 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.
“I’ve been deeply engaged with groundbreaking and disruptive mobile technologies for many years and have never seen a solution that fits the immediate needs of the market quite so perfectly,” said Geoff Casely, Managing Director EMEA for CrowdCare. “The market for a fundamentally new kind of self-care innovation in this space is truly immense and why I decided to take on this mandate,” he added.
By implementing CrowdCare’s Wysdom contextual self-care platform, carriers give their customers a way to get quick, effective and personalized answers on account, billing and device related questions versus the customer having to do an extensive online search for the relevant information or call/chat with a care agent. This lessens the pressure on customer care departments and greatly reduces support costs by diverting nearly 50% of calls to contact centers regarding mobility services.
When customers ask a question or browse information with a care app or website powered by Wysdom, context from thousands of data points (such as billing, the network and devices) are analyzed and combined with the latest in natural language processing (NLP) technologies so the most relevant and qualified answers are delivered directly to the customer.
“We are delighted to bring this level of advanced customer self-care to forward-thinking carriers throughout Europe”, says Ian Collins, CEO and Co-Founder of CrowdCare. “The Wysdom platform sets them up to provide a new standard of self-care that their customers want and will help them stay ahead of their competition.”
*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.