The Perfect World for Today's Customer
By automating tasks and processes, Pega helps you deliver satisfying, efficient and accurate customer service experiences every time.
Your reps have the power to resolve every situation with relevant, step-by-step guidance. Embed Pega Customer Service into your existing web and mobile apps, to deliver a seamless, contextual experience wherever your customers reach you.
The perfect world for today's customer is a world that revolves completely around her. Whatever device she's on is the perfect device. However she engages with a company, the interaction is perfect. Getting things done on her own with a laptop or mobile device or getting help by chatting with an expert and sharing screens are all perfect options.
Perfect means resolving issues the first time. Today's customer service world, however, is imperfect. Processes are manual. Sticky notes and binders still rule. Change is constant. Systems rarely talk to each other. Without a full view of the customer, service reps often have to start each case as if it's new. Working hard to resolve an issue, but losing the customers trust instead.
Pega customer service unifies the customer and customer service worlds. By automating tasks and processes, Pega helps you deliver satisfying, efficient, and accurate customer service experiences every time. It gives your customer service reps the power to resolve every situation with relevant step-by-step guidance. You can embed Pega customer service into your existing web and mobile apps to deliver a seamless contextual experience wherever your customers reach you.
At one of the largest health insurers in the US, Pega has improved efficiency and customer satisfaction, achieving $100 million in savings and a 90% first-contact resolution rate. Pega customer service connects people and systems on a platform that frees your service to evolve as the market and customer needs evolve. Sounds perfect. Our world is constantly changing, only Pega lets you build for change.
Product Area: Customer Service
Topic: Customer Experience
Challenge: Customer Service