24/7 Customer Announces Wow!px, First Online Predictive Customer Service on iPad
February 17, 2011
By Deepika Mala
, TMCnet Contributor
24/7 Customer, a Sequoia Capital (News - Alert)-funded predictive experience solutions company, introduced the first online predictive customer service app, Wow!px, on the iPad. The service app has been launched as part of 24/7‘s B2B twitter analytics tool, 24/7tweetview. The app also includes TweetViews, which is a destination for blogs, articles and links to insights on the impact of social media on consumer-facing businesses.
By predicting and resolving problems online without the need to contact the call center, Wow!px provides a unique online customer service experience. The most probable queries are predicted and resolved by Wow!px with self-help. Immediate live chat assistance for questions not addressed by its prediction is also offered by the same.
Wow!px has been designed for companies with high web traffic and high call volumes coming into their call center. It works to improve customer experience and avoid calls. To support the business users of 24/7tweetview, a basic version of Wow!px has been enabled on the iPad.
24/7tweetview, launched in November 2009, is the premier B2B tool for understanding and improving customer satisfaction based on tweets. Customer tweets as well as input from other sources are aggregated and analyzed by 24/7tweetview. It also is capable of offering actionable insights into sales, service and products.
In a press release, 24/7 Customer’s CEO PV Kannan said, “This is a double benefit for users of 24/7tweetview. First, they get to use 24/7tweetview on the iPad, and second, they get predictive customer service on the iPad through Wow!px. Customer service is moving away from email and traditional call center, self service and chat. Customers want service anytime, anywhere, and on any device. Wow!px does that by predicting and resolving customer queries. Beyond the twitter analytics application, most of our clients will soon be able to offer customer service on the iPad for their consumers.”
In related news, 24/7 Customer, the global leader in predictive interaction solutions, has opened its contact center in Managua, Nicaragua.
Nathesh is a contributing editor for TMCnet. To read more of Nathesh's articles, please visit his columnist page.
Edited by Jennifer Russell