Santa Monica, CA, USA, Sept 1, 2021 -- Edify Labs (edify.cx), a customer experience software company that makes business communications feel more like personal ones, announced that FOREVER 21 is now using Edify CX to manage contact center (CCaaS) and unified communications (UCaaS) across contact centers and employees in California, Mexico, and India.
FOREVER 21 is a brand recently reborn and amid a customer experience (CX) revolution led by Director of Customer Experience, China Scroggins. Having worked more than a decade at customer service bellwether, Nordstrom, Scroggins knows what it means to create and evolve exceptional service as customers and markets change.
"The key to great customer experience - and therefore revenue - is knowing who the first customer is. And that is my internal customer… my contact center users," Scroggins said. "Along with brick-and-mortar store employees, these are the first people talking to our customers. We need them to want to use the tools we give them to do their jobs well. That’s why we chose Edify - one window for everything that dramatically changes how our people work and what they’re able to do for customers."
"FOREVER 21’s pain is every legacy contact center’s pain and the reason why we built Edify," said Cameron Weeks, co-founder and CEO of Edify. "If we expect adoption and enthusiasm from agents - which converts directly their interactions with customers and the way customers feel about brands - then we best be giving them beautiful, easy-to-use software that makes doing their job easier, customers happier, and coming to work better - all while improving processes and KPIs."
"The best thing about working with Edify is that we’re not limited to how or when we act on our vision. We’re not restricted to improving our processes by the day or the week or by anyone else’s schedule," said Scroggins. "Now, we can actually change business rules or call flows or customer surveys in minutes without code or IT resources having to get involved. Having that kind of control over the agent and the customer experience changes everything."
Posted by Veronica Silva Cusi, news correspondent
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one uniting unified communications (UC), contact center (CC) and communications platform (API) functionality in a single, cloud-native software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing, and a 100% SLA uptime guarantee.
Published: Friday, September 3, 2021
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.