Nordic Semiconductor: one community for questions and tickets, public cases up from 56% to 63%
4 Roads moved Nordic Semiconductor's DevZone and its support tickets onto one Verint community in 3.5 months. Public cases rose from 56% to 63%.
What we do
Intelligent self-service
4 Roads builds intelligent self-service: a community, a knowledge base, a virtual assistant and voice, joined up so customers can help themselves.
What it is
What is intelligent self-service?
Intelligent self-service is every way a customer can get what they need without waiting for a person: an online community, a knowledge base, a chatbot or virtual assistant, voice, augmented reality.
Customers want to help themselves, quickly, easily and with as little fuss as possible. Each of these channels helps on its own. Joined up, they do much more, and that is what 4 Roads builds: the tools change, and the aim stays the same.
Joined up
Why connect the channels?
Each channel can use what the others know, so more questions are answered wherever a customer asks them. For example:
- Knowledge base articles in the community's search results
- Community threads in the chatbot's answers
- Augmented reality that starts a self-guided experience
- Voice that reads out an answer from the knowledge base
Why it matters
What does it do for your customers, and for you?
Customers who are put in control get what they need when they need it. Customer service teams are asked to do more with less, and self-service takes much of the load off them without lowering the quality of service.
- Speed: an answer now, not a place in a queue
- Context: what a customer has already done shapes what they see next, so a concern is met before they have to raise it
- Convenience: the information they need, with as little friction as possible
- Continuity: customers move between channels and pick up where they left off, without starting again
What we do
Strategy, design and development.
- Strategy and planning: how your customers behave, the service problems self-service can solve for them, and the channels that fit
- UX and UI: channels that match your website and brand, built around your customers
- Development: new builds and complex integrations, such as Nordic Semiconductor's support tickets, moved inside its Verint community
How we work
Discover, demonstrate, design, develop.
- Discover: what it could do for you, and what to expect from us
- Demonstrate: a demo in your brand, so you see it working before you commit
- Design: our UX team designs it around your customers and your business
- Develop: we build it in sprints, so you see it take shape and can change course
The work
DS Automobiles: a chatbot for questions and test drive bookings, live in 8 weeks
4 Roads built DS Automobiles a chatbot that answered people's questions and booked test drives with a nearby dealer. It was up and running in 8 weeks.
Have a project in mind?
We would like to hear about it.
Speak to Rob (we can't promise he won't be on his bike)
What else we do
Online communities
4 Roads has built, migrated and grown online communities since 2007: over 150 of them, for brands, charities and professional bodies.
Web, mobile and CMS
4 Roads builds websites, web apps and the content systems behind them, from strategy and UX to migration, for AMBA, Natural World Safaris and Acticare.
Apps and innovation
4 Roads builds mobile apps, augmented reality and what nobody has built before: from Hitachi Vantara's BIMA-winning AR display to wayfinding for LNER.