The global leader in online self-service support
Helping your customers outsmart technology
Connected experience
Improve support KPIs in weeks. Deliver a customer experience that improves NPS, FCR, CSAT, PRS & more.
Care content optimization
We combine data from online & offline touchpoints to consistently improve the customer experience.
Maximize innovation
We help large companies innovate at the speed of start-ups. Start small. Think big. Scale fast.
Upskill your agents
Turn new agents into experts in no time with targeted onboarding & accelerated learning techniques.
How Pearson improved customer experience (CX) with effective self-service support
The challenge:
- Ineffective support content & optimization processes
- Low Problem Resolution Score
- High costs driven by large volume avoidable support calls
Results:
- From concept to launch in 5 weeks
- Improved Problem Resolution Score – from 15% to 70%
- $1.4 million saved in the first 3 weeks – deflected support calls
- Increased organic traffic
- Higher customer satisfaction and NPS
- Reduced workload for agents
Eliminate silos with Intelligent Customer Experience (ICX)
Combining strategy, technology & innovation
By connecting systems, data and teams, we turn ambitious customer care strategies into seamless customer experiences. From strategic consulting to solution architecture and optimization, we support you at every step of the process.
Combining effective in-house content production with scalable digital capabilities and strategic expertise enable us to resolve disconnected customer journeys. Making sure that our partners communicate with a consistent voice.
Connected experience
Reduce costs & deliver a great customer experience with effective online support
Online experiences might be subjective, but results are not.
Supporting over 400 million end-users annually, we deliver an intelligent customer experience that produces tangible outcomes.
- Reducing costs by deflecting support calls with effective self-service
- Unlocking customer loyalty by reducing effort and improving NPS & CSAT
- Ensuring first contact resolution & shorter AHT with advanced agent tools
- Enabling differentiation by delivering a superior experience in every support channel
Care content optimization
Improve online support KPIs in weeks, not months
By combining data from online & offline touchpoints, we gain an end-to-end customer journey overview. We leverage AI & advanced analytics to identify support pain points. Specializing in ongoing support content creation & optimization, we focus on:
- Findability – leveraging SEO strategies to maximize online self-service visibility
- Usability – creating easy to use, interactive tutorials, troubleshooters and any type of multimedia content to support the customer journey. Optimizing the content based on data and customer feedback.
Regardless of the starting point, we enable customers to solve their support issues effortlessly.
Maximize innovation
Helping large organizations innovate at the speed of startups
Customer experience innovation drives differentiation and profitability. Yet, 3 out of 4 new ideas never reach the end user. Qelp helps you to reduce risk & turn your support vision into memorable online experiences.
We speed up innovation with targeted Proof of Concepts (PoC).
- Uncovering friction points in the customer journey by combining online & offline feedback
- Rapid solution design & development; in-house content creation
- A prompt go-live followed by optimization sprints improving support KPIs
- Analyzing results and scaling the implementation across the organization
Upskill your agents
Reduce complexity & turn new agents into super users
Customers demand more of agents than ever before. With targeted onboarding and accelerated learning tactics, we turn agents into experts in no time. Our agent support tool, QelpCSR Excellence:
- Tackles complexity by consolidating legacy systems into one single entry platform
- Provides agents with interactive crash courses & online tutorials for companies’ products
- Equips agents with the right troubleshooters to resolve all common issues
- Helps reduce AHT & repeat calls
