Wise Insights

Wise.io Named a Gartner Cool Vendor in CRM Customer Service and Support

gartner_award_2016-edit.jpgOn May 12, 2016, global independent information technology research and advisory company Gartner, Inc. named Wise.io in their "Cool Vendors in CRM Customer Service and Support, 2016" report.

The team at Wise.io was named among five innovative vendors selected for this prestigious designation, all of which have developed applications which deliver superior customer service experiences and/or reduce their users’ operational costs.

Our team is thrilled to receive this award, as it’s an indication that our clients and community believe in the work we do in the realm of customer support. By maximizing our clients’ current investments, augmenting human decision making with predictive analytics tools, and efficiently scaling support and quality customercare without adding personnel, we aim to drive greater efficiency without sacrificing customer satisfaction.

As noted in the report, many organizations are looking for innovative tools to enhance their existing, more traditional modes of customer service. Gartner has recommended machine learning technology as a new option that can function within an existing support environment, helping to automate responses to customer inquiries and control ticket volumes as a company grows.

Indeed, Wise.io has a unique ability to help customer support organizations acheive greater efficiency while keeping customer satisfaction a priority. Through machine learning, our tools can understand the specific ways clients and customers interact, which can help automate repetitive tasks and assist agents and managers with real-time insights and suggestions along the way. Our tools are designed to directly integrate into a company’s existing CRM without the need for developer or data science resources. This makes Wise.io tools especially accessible without slowing a company’s current workflow.

Wise.io offeres two primary tools: Wise Triage and Wise Response.

  • Wise Triage operates across the support desk, working to predict what a ticket is about and where it needs to go without manual classification.
  • Wise Response works to make agents’ next steps even more clear, suggesting the best potential responses for a given ticket and/or automatically responding to the inquiries when appropriate.

Perhaps most importantly, Wise.io presents support managers with rich analytics. Our reports reveal key insights about automation performance, agent productivity, and organizational KPIs.

The results can be truly game-changing. Wise.io customers experience an average of 30-40% reduction in ticket handling time, as well as a marked reduction in triage time, with an average 20% increase in labor efficiency across the board. Overall, agents are free to spend more energy on complex tickets instead of simple, redundant ones, improving their value as well as their overall contentment in the workplace. When agents can solve complex problems more quickly, customer satisfaction improves as well.

Our team is truly honored to receive such a distinguished designation, and we appreciate the support from our growing community.

Learn more about how Wise.io can help your company achieve greater control and improved customer satisfaction.

Customer Success Applications Driven by Machine Learning, Wise.io

Topics: Customer Success