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S3 Integrity Improves Customer Experience with WuLi Solution

September 14, 2009

S3 Integrity has reportedly launched a proprietary customer self-service business process. Named as WuLi Solution, the new release combines customer-driven analytics with a media-rich, online interactive experience.

 
The company hopes this release will let companies lower expensive agent-assisted customer service while improving the customer experience.
 
S3 Integrity officials said that the solution can be applied to a broad range of consumer products and services that require ongoing training and instruction, sales assistance or technical support.
 
Overland Park, Kansas-based CXO Communications reportedly will become the company’s first WuLi Enlightened client. Under the agreement, S3 Integrity will apply its WuLi Solution for customer training and technical support on CXO's unified communications portfolio.
 
Bryan DiGiorgio, CXO Communications’ president and CEO, said he is confident that CXO's WuLi Enlightened customers will learn their platform's capabilities quickly and efficiently through this self-service solution.
 
“This will give them the benefit of time savings, and ensure they are fully trained and educated on our unified communications products," DiGiorgio said in a statement.
 
S3 Integrity officials expect WuLi Solution to change the way consumers seek information and assistance, noted CEO Mike Tripp. The company said the simplicity, convenience and immediate gratification of S3 Integrity's WuLi Solution will gradually influence consumer behavior.
 
“When consumers have a question or a problem, they will no longer instinctively reach for the phone to speak with a customer service representative; instead, they will find and apply all the information and guidance they need online through the WuLi Solution, and will enjoy the experience,” DiGiorgio said.
 
S3 Integrity is providing clients with a performance guarantee and said that clients are not required to pay their transaction fees if they don't meet their deflection performance metrics.
 
Tripp said market research that indicates consumers prefer to find answers for themselves when given a viable and easily accessible online alternative, rather than to seek help from customer service agents.
 
In Chinese WuLi means "enlightenment." Its English pronunciation is "woo-lee."

Anuradha Shukla is a contributing editor for ContactCenterSolutions. To read more of Anuradha’s article, please visit her columnist page.

Edited by Amy Tierney



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