San Francisco, CA, USA, Dec. 23, 2020 -- Cresta, a real-time optimization platform for customer conversations, announced the launch of Cresta for Customer Service, designed to enable customer care teams to deliver more personalized customer experiences.
"Companies today understand that every interaction counts, and going beyond the initial sale to deliver a stellar customer experience is paramount to building loyal customers," said Zayd Enam, co-founder and CEO of Cresta. "Our team worked closely with innovative customer care and support teams to uncover the biggest challenges faced by agent-assisted customer service representatives and built Cresta for Customer Service."
EarthLink's technical support staff, which benefits from the use of Cresta coaching, was recently ranked #1 in customer satisfaction by HighSpeedInternet.com, beating companies like Verizon and AT&T.
"Stay-at-home orders during the pandemic have led to a significant increase in residential internet use," said Michael Toplisek, President, Earthlink. "Many of our customers have transitioned to a work-from-home situation for the first time and are entirely dependent on a reliable internet connection - and this need will continue to grow as students across the country opt in to online schooling. We selected Cresta after a review of AI software because of the ability to provide coaching real-time in the moment, which ensures that our customers are receiving the exemplary service and reliability that they've come to expect from EarthLink, even during this time of unprecedented need, and to help us provide the best possible service well into the future."
Posted by Veronica Silva Cusi, news correspondent
Cresta was founded with the goal of using AI to transform how professionals learn high-value skills. Cresta brings together industry-leading AI experts, decades of contact center and sales expertise, proven leadership, and top-tier investors including Andreessen Horowitz and Greylock Partners to transform contact center performance.
Published: Friday, December 25, 2020
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