Replic8 provides support solutions to troubleshoot physical devices, applications, or web apps.
The troubleshooting and self-service tool provides access to the device repository to the contact center agents & customers in the form of visual assistance and helps them in navigating through troubleshooting steps to resolve device issues.
Increase in Need of Advanced CX Platform
The rising economies with an increase in the number of consumers are making companies excited. But their contact centers & service departments are overwhelmed at the same time. Agents at contact centers are getting high call volumes and queries like never before. In the virtue to meet customers’ expectations, companies are facing cumbersome challenges in the area of customer experience management.
Increase in Costs
It costs $600 billion per year to field the 270 billion calls made annually to the world’s customer contact centers.
TCS article
Inconsistency in CX
Only 38% of consumers in the U.S. and 46% of consumers in the outside U.S. say the employees they interact with understand their needs.
PWC report
This all generating a need for an advance Customer Experience (CX) solution with capabilities of self-help for customers and a dependable platform for agents to troubleshoot the issues in real-time, swiftly and accurately.
Crafting a New World of Customer Experience
Self-help
Multi-platform Deployment
Zero Wait Time
24 x 7 Availability
Easy and Interactive
Reduced Dependency on Contact Centers
Knowledge Repository at Fingertips
Increased Customer Engagement
Contact Center
Increased First Call resolution
Manpower Cost Optimized
Reduction in Training Cost
Uniform Service Delivery
Reduced Escalation Cost
Easy Access Knowledge Bank
Improved AHT
Value Proposition
Replic8, an industry-ready platform, enhances contact centers, self-care apps, and websites to help both agents as well customers in any scenario related to troubleshooting or installation.
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Customer Satisfaction
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* As per our customer case studies.
Product Features
With one of the world’s largest repository of devices and simulations scenarios along with step-by-step decision trees, with visual navigation, Replic8 empowers the agents as well as the customers to resolve any query, quickly and accurately.
Support
Transcend customers’ expectations and send solution flow on e-mail & SMS as self-help or for future reference.
Device Simulation
Support for devices like mobile phones, web & mobile apps, internet dongles, DTH, Broadband equipment, and several appliances.
Intuitive
Search
Streamline search with real time virtual support on any topic through automated SOPs, articles, and more.
accessibility
Simplified accessibility of solution; thus can be extended to the end user through multiple platforms.
Conversation
Easy and clear solution guidance in almost all local and international languages across all geographies.
Implementation
Quick roll out, quicker and effective training and onboarding. Can be deployed over cloud or on premise.
Guide
A disruptive platform for intelligent visual support in call centers, which allows call center agents to see exactly what their customers see and use it to visually guide them to successful resolutions.
Reporting
Real Time access to multi-level reports, providing detailed insights on performance and usage.
Different Deployment Models
Digital Deployment
Digital deployment allows clients to use self-service to solve problems quickly and on their own.
Assisted Channel Deployment
Boost agent productivity with Replic8 and make relevant information easily accessible during support call.
Our Clients
