Customer Stories: Scaling digital messaging to improve customer care

As use of messaging for customer service steadily increases, businesses are adapting their infrastructure to meet customers at their points of need. This digitization of customer care involves a variety of changes, including cloud assessments, infrastructure improvements, change management, and integration and scaling of new technologies.

In 2017, we began a project for a local company that had recently been having issues with customer experience on their messaging platform.

Customer pain

Due to a lack of cohesion across their infrastructure, they were struggling to serve customers consistently in chat. They had begun reaching out to customers using messaging but lacked the infrastructure to properly handle the inbound responses, which sometimes contained sensitive data. Other issues included dropped messages, an overloaded customer care team, and an overall lack of satisfaction with their customer service experience.

Our strategy

Our plan was to assess the client’s architecture, implement best practices, and use industry-leading technologies, leveraging microservices to refine their system and accommodate their changing needs. Specifically, we wanted to make their infrastructure more scalable and their processes more agile. We also planned to improve customer satisfaction by increasing continuity of the user experience.

Using our architecture expertise and systems integration knowledge, we began by analyzing the situation, then demonstrating our proof of concept. Our team consisted of cloud architecture experts and Java developers who had done similar projects for other clients; they were familiar with how to manage large volumes of streaming data with the latest technology.

Following a successful proof of concept with just a few team members, our client expanded the scope of our original undertaking by adding new work and feature enhancements. As the months continued, our team and its relationship with the client grew.

About a year into our work together, the client had an urgent opportunity to integrate Apple Business Chat (ABC), a tool for businesses to interact directly with their customers via iOS-integrated chat. This aligned well with our plans to expand the client’s customer service capabilities, so we were happy to be trusted by our client and awarded the work.

We decided to tackle the project in two ways: implement asynchronous smart agents to handle simple requests and improve the back-end architecture to allow agents to respond better to more complicated queries. The project was a team effort; we were able to work closely with the client’s app development team to secure proper authentication protocols. In just six weeks, we completed one of the first ABC implementations ever done.

To see how the project turned out, read the full customer story here: https://www.logic2020.com/insight/digital-messaging-customer-care?utm_source=social&utm_medium=Medium&utm_campaign=Customer_Story