Elevating CX & Accelerating Enterprise Growth with Our AI-led Digital CX Solution Suite

Today, almost every company claims to be customer-centric, but only a few truly deliver on their promise. So, what sets them apart? How do they effectively balance customer-centricity with business goals? The answer lies in their ability to reach out to customers on the right channel, at the right moment and meaningfully engage them at every step of their journey. With personalized attention to each customer, they create a win-win scenario that fosters long-term success and growth. 

Simply put, the experiences you offer your customers are now closely tied to business outcomes more than ever. In a high-growth economy like India where mobile phone penetration stands at a staggering 78%, and over 750 million people are connected to the internet, you have an unprecedented opportunity to reach a vast and diverse audience. The key is to leverage new-age technologies to understand your customers better, anticipate their needs, and deliver personalized experiences that exceed their expectations. 

Key CX Challenges Impeding Enterprise Growth 

But that is easier said than done. Enterprises today face a complex web of challenges which hinder their ability to deliver a superior customer experience and impede business growth. Let's take a look at the challenges.  

Fragmented Solutions: Enterprises often rely on disconnected solutions, creating information silos that directly impact collaboration and decision-making processes.  

Cumbersome vendor management: The burden of managing multiple licenses, subscriptions, and services leads to operational inefficiencies and increased costs. 

Reliance on External AI Platforms: The dependency on third-party AI platforms for data intelligence limits customization and control.  

System Interoperability: The lack of system interoperability acts as a roadblock, preventing seamless data flow between applications.  

That begs the question.  

Are the tools and solutions you're using easily integrated into your current systems or are they creating more silos? How efficiently does your organization manage multiple vendor licenses and services? Are you able to customize these platforms to suit your specific needs and have absolute control over data? How smoothly are your applications able to exchange data with each other or are there bottlenecks hindering the seamless flow of information?  

The need of the hour is to have clear visibility into your customers' journeys across all touchpoints so that you can identify and address pain points proactively and foster a culture of continuous improvement and innovation. Additionally, it enables effective cross-functional collaboration, breaking down the silos that might be holding you back. 

Introducing AI-based Digital CX Solution Suite 

With this in mind, we have launched an AI-led digital CX suite, featuring six capabilities designed to orchestrate seamless experiences, increase opportunities for customer delight and growth at every step of your customer journey. Let’s look at each of them in detail. 

Customer Journey Orchestration: With our user-friendly drag-and-drop tool, you can effortlessly design personalized customer journeys across digital touchpoints and eliminate fragmented interactions, enabling a holistic, connected experience for customers.  

Digital Conversational Marketing: Expand your reach and engage customers meaningfully on their preferred channels with innovative hyper-personalized campaigns, driving conversations, and reducing cost per acquisition. 

Digital Self-service: Deploy our Gen-AI powered bots across digital channels with industry-specific templates to provide human-like contextual responses at scale and ensure seamless human handoff for maximum satisfaction. 

Digital CX from the Field: Empower your field staff to promptly respond to customer and prospect queries via WhatsApp, anytime and anywhere, without compromising security and confidentiality. 

Omnichannel+ Digital Engagement: Empower your business to use multi-channel capabilities (voice + digital) simultaneously, improving first-call resolution rates, facilitating document exchange over a call, and ensuring swift sales closures. 

Digital Conversational Intelligence: Leverage insights from millions of digital interactions to improve sales pitches, identify causes of customer dissatisfaction, provide real-time context to agents, identify improvement areas, and customize training. 

In our previous blog, ‘Guide to Digital CX’, we discussed these capabilities in detail, highlighting their necessity, challenges, benefits, and transformative impact. These capabilities not only optimize the digital customer experience but also help you make informed business decisions and make you future-ready. 

Transforming Challenges into Business Success 

We are glad to share that some of our enterprise customers are already running their operations and driving growth with our digital CX suite. Here's how we are making an impact. 

Doubling site visits with AI-based insights  

With our AI solutions, a leading real estate company analyzed more than 3 Lakhs sales conversations in last 5 months across multiple parameters to identify top performers and laggards, fine-tune sales scripts, handle objections and improve overall team performance. As a result, pitches for ‘site visits’ during sales conversations increased by 67%. This led to a 2X increase in site visits and a 20X return on investment. 

Securing Record Footfalls with Hyper-personalized Campaigns 

Deltin, a leading gaming and hospitality brand leveraged Ozonetel's digital solutions to launch a GenAI-powered video campaign featuring their brand ambassador for their annual flagship event. The AI approach aimed to create a hyper-personalized touch, fostering stronger connections with their patrons. The campaign achieved exceptional results: 100% bookings within two weeks, reactivated 16% of dormant customers, and tripled revenue with personalized engagement. 

Enhancing CX and Boosting Sales with Voice of Customer Insights 

BigBasket leveraged our GenAI-powered voice of customer solution to analyze the conversations their CX team were having with their customers to find out about the major reasons for customer complaints so that they could course-correct in real-time. This helped them identify key areas of concern for their customers, and proactively address them, thereby improving satisfaction and reducing complaints. This resulted in a 30% increase in CSAT, 1.5X increase in order value and a 20% rise in repeat orders. 

In Conclusion 

As we embark on this exciting journey, we would like to express my heartfelt gratitude to our 3500+ valued customers. Your trust and support fuel our innovation and continually inspire us to pursue excellence. Our goal, like yours, is to keep the customer at the heart of everything we do. And guess what? When we get that right, business growth follows naturally-it's like a ripple effect— effortless and scalable.