CX Company, part of CM.com
Helping Businesses Build Chatbots that Get the Job Done
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Dirk Jan Dokman, CCO and Co-FounderDigitalCX provides businesses with intuitive drag and drop function with over 40 prebuilt templates that enable them to create chatbots without coding. And they can integrate these chatbots into websites, brand apps, social media channels including Facebook, Whatsapp, Apple Business Chat, RCS Messaging, as well as voice channels. This helps businesses reach customers on their preferred channels to deliver an exceptional conversational experience.
The platform is readily adopted by a myriad of industries such as telecommunication, financial services, insurance, utilities, retail, and others that are undergoing rapid digital transformation to deliver excellent customer services online. CX Company offers data libraries to help businesses train chatbots speak different industry languages they operate in. “These chatbots, in case of telco, can decipher the word ‘box’ as a media or Wi-Fi box, and in retail, as the box of products,” explains Dokman. “We are creating conversations through the chatbots built on our platform which goes beyond FAQ bots that just answer a question, to get the customer job done.” In case, the chatbots fail to complete a job, which seldom happens, the query is automatically transferred to a live agent.
CX Company understands that a chatbot is not a project that ends after implementation. It’s a new member of an organisation who needs regular learning and updation to deliver better performance. With an abundance of customer data at hand, the company equips businesses to make informed decisions and optimise their chatbots regularly.
Dokman reckons that even though DigitalCX is a feature-loaded platform, it is still extremely easy to use. He says, “I can’t understate the importance of being a non-techie, easy-to-use platform because that lowers your total cost of ownership and implementation time.”
In an implementation highlight, CX Company worked with one of the biggest energy utility companies in Europe. The client had a large contact centre to handle all the incoming questions. They decided to bring the virtual assistant into the customer support service to serve their customers better. The client implemented DigitalCX platform and built chatbots for their website and brand app. As a result, they increased their service window from nine-to-five to 24/7 and could have conversations with clients continuously. And the outcomes were outstanding. The client witnessed higher customer loyalty and satisfaction, doubled conversion rates, increased NPS, onboarded new customers, reduced customer call volumes, and saved a lot of support cost.
On July 1, CX Company became the part of CM.com, a big cloud software provider that offers a communications and payments platform. The merger further augments the capabilities of DigitalCX platform to provide businesses with a broader solution. “There are no competitors in the market who can deliver a potent combination of a chatbot platform with expertise in payments and CPaaS,” remarks Dokman.
CX Company, part of CM.com wants to expand its global presence to new countries. “We are really strong in Germany, France, UK, and the Netherlands. And now we are expanding our wings worldwide,” says Dokman. Besides, the company is focusing on continually updating new functionalities based on the latest AI algorithms to make the platform smarter.
CX Company understands that a chatbot is not a project that ends after implementation. It’s a new member of an organisation who needs regular learning and updation to deliver better performance. With an abundance of customer data at hand, the company equips businesses to make informed decisions and optimise their chatbots regularly.
Dokman reckons that even though DigitalCX is a feature-loaded platform, it is still extremely easy to use. He says, “I can’t understate the importance of being a non-techie, easy-to-use platform because that lowers your total cost of ownership and implementation time.”
In an implementation highlight, CX Company worked with one of the biggest energy utility companies in Europe. The client had a large contact centre to handle all the incoming questions. They decided to bring the virtual assistant into the customer support service to serve their customers better. The client implemented DigitalCX platform and built chatbots for their website and brand app. As a result, they increased their service window from nine-to-five to 24/7 and could have conversations with clients continuously. And the outcomes were outstanding. The client witnessed higher customer loyalty and satisfaction, doubled conversion rates, increased NPS, onboarded new customers, reduced customer call volumes, and saved a lot of support cost.
On July 1, CX Company became the part of CM.com, a big cloud software provider that offers a communications and payments platform. The merger further augments the capabilities of DigitalCX platform to provide businesses with a broader solution. “There are no competitors in the market who can deliver a potent combination of a chatbot platform with expertise in payments and CPaaS,” remarks Dokman.
CX Company, part of CM.com wants to expand its global presence to new countries. “We are really strong in Germany, France, UK, and the Netherlands. And now we are expanding our wings worldwide,” says Dokman. Besides, the company is focusing on continually updating new functionalities based on the latest AI algorithms to make the platform smarter.
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