Poor customer service is lose-lose.
Consumers dread the status quo, across phone, email, live chat, AI chatbots, and self-service options.
Low cost, offshore customer service destroys customer lifetime value for the enterprise.
What if customer service became win-win?
The Vision
Customer service is broken, for both consumers and enterprises.
Consumers dread the frustration, time, and stress of navigating phone trees, endless hold times, and arguing with unintelligible, unhelpful reps. Live chat is the same, but in text. AI chatbots were supposed to be the answer, but as with every other technological advancement in customer service, they somehow made the core problems worse.
Enterprises have spent the past 40+ years outsourcing and offshoring customer service to the lowest-cost option. The result is unhappy customers, who churn more and spend less, increasing acquisition/retention costs and reducing spend, hurting customer lifetime value.
Integrated Customer Service Technologies is solving for the full-cycle, from issue submission to resolution. Our technology is built from the ground-up for native artificial intelligence and machine learning capabilities, not built on top of the decades-old tech stack that permeates the industry. We use onshore, U.S. based, native English-speaking reps for a hybrid, human-in-the-loop approach, leveraging big data and advanced insights to deliver progressively streamlined operations and resolutions for all parties, consumers and enterprises.
We are reinventing the entire customer service process to address both consumer and enterprise pain points, to reduce friction and frustration, to drive mutually beneficial outcomes, to transform a lose-lose proposition into a win-win.