Cresta Introduces Real-Time Intelligence For Customer Service

By StartUp City | Tuesday, January 05, 2021

Cresta for Customer Service applies the same outcome-based approach that makes its Sales solution so powerful, whereby leaders can simply select the metrics that matter to their business, such as CSAT, AHT, NPS, and First Call Resolution (FCR), and Cresta optimizes the rest.

Fremont, CA: Cresta, the real-time optimization platform for customer conversations, has declared the launch of Cresta for Customer Service, designed to empower customer care teams to deliver more personalized customer experiences.

Cresta's real-time AI coaching solution is for companies looking to provide the best possible service as well as support experience to their customers. Cresta's AI continuously learns top-performing service behaviors as well as puts those insights into action with personalized coaching and real-time assistance, leading to more efficient operations, improved capacity and a better customer experience.

This results-driven approach has proven highly effective, with many customers seeing more than a 15 percent faster handle time, 19 percent better CSAT scores, and millions of dollars in cost savings as well as new revenue opportunities.

Cresta for Customer Service applies the same outcome-based approach that makes its Sales solution so powerful, whereby leaders can simply select the metrics that matter to their business, such as CSAT, AHT, NPS, and First Call Resolution (FCR), and Cresta optimizes the rest.

"Companies today understand that every interaction counts, and going beyond the initial sale to deliver a stellar customer experience is paramount to building loyal customers," stated Zayd Enam, co-founder and CEO of Cresta. "Our team worked closely with innovative customer care and support teams to uncover the biggest challenges faced by agent-assisted customer service representatives and built Cresta for Customer Service."

"Stay-at-home orders during the pandemic have led to a significant increase in residential internet use," stated Michael Toplisek, President, Earthlink. "Many of our customers have transitioned to a work-from-home situation for the first time and are entirely dependent on a reliable internet connection - and this need will continue to grow as students across the country opt in to online schooling. We selected Cresta after a review of AI software because of the ability to provide coaching real-time in the moment, which ensures that our customers are receiving the exemplary service and reliability that they've come to expect from EarthLink, even during this time of unprecedented need, and to help us provide the best possible service well into the future."

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