Customer Experience That Reflects What You Already Know

The bar for "good customer experience" used to be reasonably low. Don't make the customer repeat themselves. And yet most companies still don't consistently clear it. The customer's order history sits in one system. Their support history sits in another. Their preferences are in a third. And every team they touch interacts with them as though they're a stranger.

The work we do here is mostly the unglamorous part of fixing all of that.

What we build

• A unified customer view. Stitched together from your existing systems, including CRM, ecommerce, support, and billing, so every team ends up looking at the same customer.
• Context-aware experiences. The product page reflects what the customer has bought before. The email reflects what they've opened. The support agent picking up the call already has a pretty good idea what they're calling about, most of the time.
• Recommendations that aren't spam. Trained on your data, your catalog, and your customers, rather than a generic recommender that assumes everyone wants whatever happens to be trending.
• Conversational interfaces with real memory. The customer doesn't have to start over from scratch every time they show up.

What we won't build

A "360-degree customer view" megaproject that takes 18 months and a steering committee to deliver. We'd rather get the three highest-leverage touchpoints working in 90 days and then expand from there. Customer experience compounds, and it doesn't really need a single grand unveiling to do so.

What this changes

Higher conversion on the same traffic. Better retention. Less customer effort, which the customer tends to feel even when they can't entirely articulate why. Get in touch.