Not your IT budget.
At the heart of Humanify is a platform as a service (PaaS) that transforms your customer’s journey by answering the who, what, when, where, why and how of every customer interaction.
Who is the customer?
Too much time is spent manually verifying customers’ identities. Humanify’s authentication identifies the customer at the beginning of their interaction. Their full history, profile data and CRM activities become immediately available to the agent — saving agent time and customer frustration.
- Secure and efficient identification of customer regardless of channel.
- Pass biometric or multi-factor authentication data to backend systems.
- Begin addressing customer issue immediately — saving minutes and dollars.
Why is the customer here?
Each customer is unique. They come to your website, app or contact center with different intentions and knowledge. The Humanify platform takes these behaviors and runs them against rules you define to create a journey as unique as your customer. Offer instant chat escalations based on customer profile data for a high-value customer. Or route an incoming phone call to a retention specialist based on search behavior.
- Auto-assign each customer journey a unique ID to build personas.
- Design workflows that create event triggers and escalation paths.
- Change the customer’s behavior in real time, not after the fact.
What is the customer trying to do?
Change the customer journey on the fly. How? By collecting data on the customer through their behavior and known attributes, Humanify can alter the outcome of a customer journey. Acting on customer needs in real time even before the customer knows it delivers a more relevant and personalized experience that keeps them coming back.
- Tap into multiple data sources to alter a customer’s behavior
- Create events and triggers to insure a successful customer resolution
When is the best expert available?
Agents and customers are interacting across multiple sites, apps and devices. The Humanify platform keeps track of agent and customer availability regardless of channel or device. Using Humanify APIs, companies can easily integrate with existing CRM and contact center platforms. Matching the right agent to the right customer at the right time ensures a quick, optimal response.
- Know which expert is available in real time
- Reduce need for customer waiting, callbacks and slow response times
- Drive down costs by instantaneously connecting customer and agent
How can we offer the best agent to help?
Sometimes the best assistance may be a live agent. Other times a virtual agent may suffice. Based on customer profile data, the Humanify platform automatically determines the best agent match to take personalization to the next level. The Humanify platform pulls from social, demographic, time zone, geographic and pre-determined channel preferences to match the customer to the most appropriate agent.
- Leverage customer data, behavior and personas to match customer with best expert
- Embrace online and in-app experiences as unique as your customers
Customer Experience Analytics
Where is the customer going next?
Customers interact with your brand across multiple devices — at different times and using different devices. Automatically collect the breadcrumbs your visitors leave — pages viewed, searches, FAQs read and location — to assemble customer journey paths and build customer personas. Breadcrumb data and journey paths can be relayed to the agent in real time for more personalized service and leveraged as part of the routing rules.
- Collect each customer action as it happens, wherever it happens
- Use breadcrumbs data to improve each customer interaction
- Build personas to enrich future customer experiences