"Of course, the first response time has improved. So has the handling time for chats. I also have more visibility on all interactions between agents and customers. This allows me to control agent bandwidth, in terms of the number of chats. I have more data for everything customer related, so …

"More and more customers are preferring self serve over calls to agents. Understanding customer’s concerns/context is the key to an efficient self serve. We have been collaborating with Verloop to drive this mission and have come a long way. We are confident of building state-of-the-art experience where a lot of …