kare
Perfecting the Art of Customer Self-service

Customer service has been in place for a long time for one simple reason: to cut down the friction that exists in product or service delivery. To combat this, people are hired to solve any problems that may arise because of this friction. However, this sometimes proves to be expensive, and it does not scale very well. “That's why self-service was invented—to enable customers to answer all their issues themselves effectively,” explains Tim Porter, founder and CEO of kare. However, self-service has never really delivered on its promise, as it is very hard for self-service to scale and answer customers with various issues. “The promise of Self-service is a utopia where you can bring down the significant cost of customer service, while increasing customer satisfaction,” continues Porter.

kare is solving this problem with its platform that turns knowledge into dialogue and Robotic Process Automation (RPA) instantly with little effort or management. As a result, kare’s solution is highly scalable and since self-service can be done over the phone, via FAQs, search, bots or widgets; it makes the entire process more streamlined, fast, and reliable. Higher degrees of successful issue resolution are also ensured by kare's solutions when compared to the rest of the industry—70-87 percent success as compared to the industry average of 30 percent.

The platform can be activated with the equivalent of no knowledge and as customers/agents/teams fill out questions and provide resolutions, the system will start learning, adding, and creating knowledge on the fly.

This knowledge mapping takes in data coming from any channel inside the business and from the business' existing knowledge base. kare uses machine-learning algorithms to turn the dialogues into actionable insight to help agents and self-service users when information is missing. This is added into the system to fill holes that would have otherwise existed, leading to higher success rates of accuracy when solving support queries.

Significantly, organizations can establish the platform in a legacy environment with siloed old knowledge bases or fragments of information. Once this knowledge is connected to the platform, it will structure the data and turn it into a self-service customer experience very quickly—working in any channel, including existing bots.

Kare’s platform also offers agent-assisted support where the platform will provide the knowledge and answers to agents in contact centres. This enables agents to provide answers to clients’ queries at a much faster pace. It also offers direct customer self-service, where the platform delivers answers to customers through dialogue, smart automation through any channel, be it website or social media, email, widgets, amongst others—making it truly multi-channel. For customers that prefer mobile devices, kare’s platform has them covered—its mobile support solution works as seamlessly as it does on any other platform. Alternatively, the self-service solution can be integrated into a client’s website, if ported to a mobile-based page; customers will be able to use the service flawlessly while on a mobile device.

Incorporating kare’s platform into client ecosystems is fast whether legacy or not. If for example, the client uses a Zendesk or Salesforce ecosystem, the platform can be activated within 15 to 20 minutes of the contract being signed. When being implemented in enterprise-level companies, the process is still fast.

The number of clients using kare’s services is increasing rapidly, and the feedback about the success of the system in terms of resolving customer issues is soaring. “In terms of innovation, we are adding various additional functionalities that we believe will enhance the products and continue to keep us as the leader in AI based self service throughout next year,” concludes Porter.