Berkeley, CA (PRWEB) June 01, 2016
Wise.io, the leading provider of machine learning applications to help enterprises provide better customer experience, today announced its selection as a "Cool Vendor." This prestigious designation by Gartner, Inc., the global independent information technology research and advisory company, appeared in its recently issued report entitled "Cool Vendors in CRM Customer Service and Support, 2016." The report provides customer service business buyers a view of five innovative vendors with applications to deliver a superior customer service experience and/or reduce operational costs.
A key finding from the report notes that “organizations seek innovations to enhance the traditional tools used in customer service functions.” One recommendation to those organizations is to evaluate “machine-learning technologies” that can work seamlessly within an existing omnichannel digital contact center to automate responses to customer inquiries and bring this ever growing volume of interactions under control.
"We're honored by Gartner's recognition, which we believe reflects Wise.io’s ability to truly help customer support organizations drive efficiency without sacrificing customer satisfaction," said Jeff Erhardt, CEO of Wise.io. "By continually learning the unique ways that our clients interact with their customers, Wise Support works both to automate repetitive tasks and assist agents and managers with real-time insights and suggestions during the customer journey.”
“Our customers see 30 to 40% reductions in average handling time, as well as an average 20% increase in labor efficiency in handling customer service inquiries. Many see the time to triage decrease from hours to minutes,” said Erhardt. “All of this while maintaining or improving customer satisfaction.”
Wise Support comprises a growing set of capabilities that operates across the support desk. Wise Routing predicts, upon arrival, what a ticket is about and where it should go. This reduces the burden of manual classification by agents and allows near-instant routing to get tickets into the right hands. Wise Response both shows agents the top suggestions of how to answer a ticket using templated responses as well as automatically replies to those inquiries to which it is most confident in knowing the correct answer. Finally, the newly announced content discovery capability identifies commonalities in the free-form language that employees use to respond to customer inquiries, and surfaces recommendations for potential templates to administrators and content curators. On top of these features, Wise presents support managers with rich analytics, providing deep insights into automation performance, agent productivity, and organizational key performance indicators.
"Cool Vendors in CRM Customer Service and Support, 2016" was released May 12 by Gartner analysts Olive Huang, Michael Maoz, Steve Blood, Jenny Sussin, Brian Manusama, and Jim Davies. The report, available to subscribers, is at https://www.gartner.com/doc/3314619
Gartner (http://www.gartner.com) does not endorse any vendor, product or service depicted in our research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Wise.io delivers better customer experience through machine learning. Leveraging cutting-edge data science and built on a powerful machine learning engine that learns from past patterns to predict future behavior, Wise customer service applications help business users regain control over the ever-growing volume of customer inquiries. By maximizing existing investments and augmenting human decision making with predictive analytics, Wise.io enables enterprises to efficiently scale customer service while increasing the level of customer care. Without requiring developer or data science resources, Wise Support directly integrates into CRM systems that companies are already using, such as Zendesk and Salesforce Service Cloud. Companies ranging from Silicon Valley startups to the largest Fortune 500 corporations rely on Wise applications to better engage with their customers. Founded in 2012, Wise.io is headquartered in Berkeley, CA and backed by Voyager Capital. Learn more at http://www.wise.io and follow @wiseio.