Nivo messaging is 2-6X more efficient than the phone.
The majority of customer service is still being done on the phone, at an average cost of over £4 per conversation, so there’s a lot of efficiency to shoot for.
With Nivo messaging, agents can manage multiple conversations at the same time and because customers don’t expect an immediate response, there’s no need to commit to having whole conversations in one go.
This means that agents can be active across multiple conversations without the pressure of maintaining a ‘live’ dialogue.
And messages can easily be routed to the best expert to serve a particular query.
Compared to alternatives such as secure live chat, messaging feels more personal, organic, and less constrained by time 1.
Flexibility and control
When your customers don’t expect an immediate response, your contact centre benefits from a new level of flexibility over response times.
You have the option to target a ‘live’ experience or spread conversations out over longer periods.
This flexibility is a powerful lever for workforce optimisation, allowing you to smooth demand and adjust service levels to match your capacity, without frustrating customers.
Eradicate ID&V overheads
Nivo automatically provides information on whether customers have been authenticated and verified, so your agents can get straight in to providing service.
There’s a healthy saving here, given that these identity checks typically take up 20% of every conversation.
That’s for outbound too. Nivo finally gives your relationship teams a channel they can reach out to customers through and offer a personal service.
With the ability to share files and photos, and get legally binding agreements over messaging, it’s simple to digitise existing processes and drive further cost savings through removing paper.
Path to automation
Chatbots and artificial intelligence present the next big opportunities to deliver efficiencies through automation.
By shifting your conversations in to natural language over Nivo, you’re setting yourself up to realise these opportunities through a solution designed to help you innovate.