Customer Support Operations
Our Solution Architects walk in with expertise of AWS Associate Architecture and Amazon Connect; and with a passion to design seamless, memorable customer experiences.
Using these, we transform your traditional call centre operations into a cutting-edge, omnichannel, and holistic customer contact centre.
The Grasshoppr Advantage
We’ve deployed our technology solutions to improve customer experience in a sensitive industry like Cannabis. This experience has changed the way we see customer support. Forever
We’ve realised that the right tool makes lives easy – of customers and advisors alike. That’s why AWS and Amazon Connect is our preferred foundational platform.
We’ve also realised that the right tool at the wrong place is expensive, ineffective, even risky!
That’s why we combine our technical know-how with a concentrated effort to know you – your industry, business, and customers.
In effect, our customer support solutions go beyond the tools we use. And deliver more than any cookie-cutter technology solution can.
Migration and Integrations
We help migrate your call centre to a pure cloud-based solution for your business that has Amazon Connect at its core and is augmented by additional AWS services such as Lex, Contact Lens, and Contact Center Intelligence (CCI).
We design meticulous roadmaps to facilitate the transition from your existing architecture to the desired one, evaluate integrations, and the depth of integrations necessary to address gaps.
Armed with this understanding of your goals and ecosystem, we integrate Amazon Connect with technology partners for your e-com, CRM, POS and more.
For our Cannabis Retail clients, this meant integrations with Salesforce, loyalty, and POS systems at each dispensary. And this meant the advisors don’t have to toggle between dozens of disconnected on-premise or cloud solutions while your loyal customers wait endlessly for an update.
From a Complaint Cell to a Business Partner
Agents answering calls from their bulky workstations, voicing half-hearted apologies, generating ticket numbers that may be resolved in an unforeseeable future…
If that reflects your current call centre, we recommend you combine the artificial intelligence and intuitive capabilities of Amazon Connect with our strong process expertise.
Here are some goals we’ve helped our clients achieve through their new and improved customer support functions.
- improved advisor efficiency
- reduction in downtime
- agile IVR that enables quick changes to suit trends/demands
- access to customer data and loyalty status to enable meaningful personalization
- built-in announcements like order status before the IVR
- prompt customer communication because of easy navigation to integrated tools and other applications
- text analytics of call transcriptions powered through Amazon Lex
- custom reporting models that speak the language of your business priorities