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The ROI of Digital Customer Engagement: 8 examples of companies winning big with virtual assistants and live chat

Nuance


Abstract:

Digital engagement channels, whether through self-service options like a virtual assistant or through the one-on-one personal attention of live chat, give customers the personalized, immediate assistance they want.

On their own, they deliver fast, contextual assistance while cutting the cost-to-serve and taking strain off the contact center. But, the best experiences—the most satisfying, personalized and efficient ones—are delivered through a combination of self-service and human-assistance.

Download this guide to learn why forward-thinking organizations are increasingly opting for an integrated strategy, where live chat and virtual assistants work together seamlessly, and the results they’re achieving:

• A global airline achieved an 80% first contact resolution rate
• A major cruise line realized a $16M increase in revenue
• A global shipping and delivery company handled 50% of inquiries without human intervention

If you’re considering adopting live chat or a virtual assistant, read these case studies to see the benefits you could reap—and why the technologies work better together.


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