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Customer Engagement - Reimagined

Needed a better way for customers to contact the company for support.
Reimaginded the contact from a simple support mechanism to full engagement platform.

Summary of Video:

Reimagine-cust platform
Reimagine Custommer Engagment Platform
Reimagine-cust platform
Problem Statement
Reimagine-cust platform
Customer contacts per day
_ 25 contacts per day
_ 12 voice calls
_ 13 emails
_ all of them are last minute/rush
Disparate systems
_ application
_ customer support
_ support files
_ presentations
Reimagine-cust platform
Wanted AI on embedded board
model way too big to train on embedded bpard
Reimagine-cust platform
Reimagine
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Reimagine Diagram
Shows all of the features of the paltform
Reimagine-cust platform
Reimagine Diagram
Shows customer engagement / support
Reimagine-cust platform
Create platform
Create support@ email
Integrate ticketing w/ support
Online help
Integrated app
Manuals
FAQ
Link to AI/ML model
Reimagine-cust platform
Outcome
Reimagine-cust platform
After 6 months
Contacts per day reduced to 2 per day
_ per month 25 out of 40 were lost passwords=lost, where to get
_ later added “forgot password option” to further eliminate those
_ all contact emails
Online help / searches increased 5x during the next 6-12 months
Tech support people were able to create manuals and technical articles
_ much less stress
Reimagine-cust platform
Lessons Learned
Reimagine-cust platform
Marketing Hit !!!
_ customers get reinforced on the integrated solutions the company provides
Reimagine-cust platform
Thank-You