Digital Platform – The Way Ahead

All you need to know about Talisma Customer Engagement Platform. Overview, Working, Features, Advantages, Uses & Reviews.

Talisma Digital Platform binds both technology and best practices into a powerful mix that not just delivers high business value but also ensures satisfied long-term customers through continuous engagement.

Businesses can track and engage customers across communication channels with accuracy, measuring engagement effectiveness and collecting and acting on real-time feedback.

Talisma digital engagement platform is modular in nature to support your growth – across channels, interactions, and diversity of conversations.

The Talisma Digital engagement framework offers you a 3 pronged advantage.

Level one: Omni-Channel Customer Experience
Communication silos get dissolved as the solution serves as a unified platform for removing all barriers to smooth and efficient communication within and outside the enterprise.

This makes it easier to track customers across channels and meet their service expectations.

Talisma offers an integrated platform for a true Omni-channel experience across multiple channels that include Email, Telephone, Self-Service, Chat and Co-Browse, and Social and Mobility.

Level two: Business Process
Backend business processes translate into front-end customer service ease.

With a digital platform, you get the flexibility to define and redefine back-end processes on the fly as per your customer’s needs or preferences.

This means more scope for process innovation, improving staff efficiency and service desk agility.

Level three: Analytics and predictive dashboards
Talisma customer engagement platform offers unmatched insights at various levels.

These insights can be leveraged to improve offerings and services to roll out newer products and services to stay in tune with customer expectations.

Your business gains the ability to engage proactively with the customer while lowering customer attrition and improving advocacy.

Deeper insights also translate into better profitability as you are able to attract and retain more customers.

Talisma Corporation, Bangalore, India. 109 likes. Talisma Is the Leading Provider of Digital Customer Engagement Platform for a Wide Range of Industries.

In today’s digital world, brands need to stay connected and relevant with their prospects and customers across the entire customer journey. A changing demographic with a greater purchasing power and an increased consumption of information from digital and social media is making it extremely difficult for brands to stay connected with an engaged customer. Consumers choose to interact with brands across the entire customer journey for a seamless experience.

Citi Bank is using Talisma CRM to Streamline Customer Service Processes. Banking CRM at Citibank. Talisma CRM for Banks.

CRM is a set of practices, strategies and technologies used to manage customer interactions and data. CRM operates across the customer lifecycle to improve customer relationships, loyalty and sales. CRM systems compile information on customers across different channels or points of contact. These channels include company’s website, telephone, live chat, direct mail, marketing materials and social media.

In recent times, CRM systems have become mandatory to stay connected with customers. In spite of the advantages, organizations are finding them investment-heavy. Besides, managing a CRM requires a pool of skilled employees – which also sometime deters companies from investing in a CRM.

The fall of Bots as everyone’s favorite toy has been as spectacular as their rise (maybe a bit more). With Artificial Intelligence increasingly occupying mind share, it was natural to use the tools to build these robots that are used for conversation aka chatbots. Unfortunately, conversations are as complex as human beings don’t converse in simple and logical statements.

First, there is sarcasm, a trait that is complex to many humans, leave alone bots. Using Chatbots in a domain where there is a lot of complaints is a dangerous place. All the furorenter link description here in the leading Airline after the below twitter complaint was something bound to happen.

Next is the amount of resources companies use to train the bot as well as integrate it to other pieces of information. A leading bank implemented this chatbot on their website and even after months of being in production cannot answer the most basic of questions.

So What is the Solution?
Chatbots have yet to reach a stage where they can replace humans, so do set expectations appropriately by Introducing yourself as a robot.

Understand the scope of what can be done and make efforts to do it well. Introduce buttons to simplify answers and questions.

Have decision trees and well defined fallback answers.

But most importantly keep improving the bot as it should become better with time.

And finally, if a chatbot is unable to make sense, do handover to a live agent else you would leave the customer more frustrated.

The move to Artificial Intelligence and Bots is almost inevitable with the rate at which investments are ongoing to improve it from a technology perspective. However, understanding humans and customers especially will be at the heart of making the AI successful in real world conversations.