Digital Sales Automation

Problem Statement

Are you looking to build efficiency in your digital sales process for insurance or lending category by achieving -

  • Better lead conversion through online platform without any assistance.
  • Better and quicker lead conversion on online platform with agent assistance.
  • An integrated and inclusive approach for end-to-end sales automation.

Solution

  • With the help of online purchase journey framework, you can launch the customer purchase platform quickly and in an organized manner.
  • Integrate with ZAssist-for-sales where agents can do distant & in-person selling.
  • The purchase journey which is built using Online Purchase Journey Framework, is so intuitive that the mature visitor can self complete the journey and the novice visitor is promptly assisted by the sales agents through ZAssist-for-sales.
  • Each activity done by the visitors on the website is captured in a detailed manner, so that the system can get the dropped off visitors back to the portal easily, Agents use these details to offer personalized experience and increase conversions.

Health Insurance

Prospect is looking to buy Health insurance policy, Online

  • Prospect comes to the portal with an intent to buy Health cover for family.
  • With multiple product options, prospect gets confused and drops off without making a purchase.
  • The underlying framework, captures the complete intent & action of the prospect at the central location.

ZAssist extends Agent support to the customer and bring them back to the online platform

  • ZAssist-for-sales helps in getting back customers to the platform when they leave the portal without buying.
  • The underlying engine of the system does the intent analysis and rank the leads.
  • The system, basis on the lead & agent scores, finds out the best agent-lead match and allocate the lead to the agent.

Leads can be assigned to the on-prim tele callers, external call center or freelance agents as per the designed rules

  • ZAssist product allows you to structure your call-center the way you want.
  • The leads can be routed to external or internal, mobile or tele calling agents.
  • The agents can also mark the leads to be handled by Feet on street agents.

Integrated Dialer automatically connects the prospects

  • The Dialer automatically connects the agent and prospect on call.
  • All the relevant information about the lead is displayed on ZAssist system, so that agents can comfortably handle the leads.
  • Through ZAssist, Agents can get the prospects back to the exact location on the portal, from where they dropped off.

Agents helps prospect in identifying the right product with constant follow-ups over multiple calls

  • Despite of providing all the guidance, many times prospect is confused on what to buy and eventually sale does not happen.
  • Constant follow-up is needed to close the sale. With ZAssist, Agents can re-schedule the call as per customers convenience.
  • System automatically put this lead on priority and connects the agent with prospect at the scheduled time.

Integrated systems helped in closing the sales efficiently

  • With ZAssist, agent was able to delight the prospect by connecting at the right time when they are in need.
  • The system happily records the transaction as booked.

Loan Top up on Personal Loan

Prospect has been offered a top-up on personal loan

  • Prospect comes to the website with the intent to avail an additional loan on top of running loan.
  • While filling up the loan details customer got confused and drops off without making a purchase.
  • Our underlying Portal Framework, captures the complete intent & prospect actions at the central location.

ZAssist extend support to the agents so that they can help the prospects and can bring them back to the online platform

  • ZAssist-for-sales helps in getting the customers back to the platform when they leave the portal without buying.
  • The underlying engine of the system does the intent analysis and rank the leads.
  • The system, basis on the lead & agent scores finds the best agent-lead match and allocate the lead to the agent.

Lead is assigned to the on-prim tele callers

  • ZAssist-for-sales allows you to structure your call-center the way you want.
  • The leads can be routed to external or internal, field or tele calling agents.
  • The tele-callers can also mark the leads to be handled by Feet on street agents.

Integrated Dialer automatically connects the most important lead at the moment

  • The Dialer automatically connects the agent and prospect on call.
  • All the relevant information about the lead is displayed in the ZAssist system so that the agents can comfortably handle the leads.
  • Through ZAssist, Agents can get the prospects back to the exact location on the portal, from where they dropped off.

Agents help the prospect by explaining the top-up loan features and benefits, over multiple connects & constant follow-ups

  • Despite of providing all the guidance, many times prospect is confused on what to buy and eventually sale does not happen.
  • Constant follow-up is needed to close the sale. With ZAssist, Agents can re-schedule the call as per customers convenience.
  • System automatically put this lead on priority and connects the agent with prospect at the scheduled time.

Prospect finally decides to avail the offered top-up loan, with the help of Agent’s assistance

  • With ZAssist, agent was able to delight the prospect by connecting at the right time when there was a need.
  • The system happily records the transaction as booked.

Field sales agent goes to the customer location to collect the mandatory documents with the help of integrated mobile app

  • The lead gets assigned from the central ZAssist system to field sales agent for collecting the documents.
  • Agent can track the exact location of the customer & supervisor can track the exact location of agent.
  • Agent collects the softcopy of the document send it for real-time verification and once done close the application.

Integrated Ecosystem helped business to closed the lead seamlessly

  • On-time customer need analysis and hand holding by the agent helped in delighting the customer and close the sale.

Digital Service & Support Automation

Problem Statement

Are you looking to provide a digital service & support platform which gives -

  • 24X7 availability of support services to the end customer.
  • Personalized experience.
  • Self-service to raise issues, track them and get them resolved asap and as a result increase the CSAT score.

Solution

  • Launch self-service portal using "Self-service framework".
  • The self-service framework allows an organized approach to launch self-service portal to provide 24X7 availability of services and support to the end customer quickly.
  • Integrate with ZAssist-for-service where customers are looking for in-person or distant support.
  • The Self-service portal which is build using Portal Framework, is so intuitive that the mature customer can help themselves and the novice customer is promptly assisted by the service agents through ZAssist-for-service.
  • Each activity done by the visitors on the website is captured in a detailed manner, so that the system can get the dropped off visitors back to the portal easily.
  • Agents use these details to offer personalized experience and delight the customers.

Customer is looking for endorsement in the insurance policy

The customer wants to increase the coverage limit in the insurance policy.

  • Customer logs into the Self-service journey and trying to fill up the service request.
  • While filling he got confused with certain details and gets dropped off.

ZAssist-for-sales extends Agent support to the customer and help to resume self-service

  • ZAssist-for-sales helps in getting the customers back to the self-service platform when they leave the portal without raising service.
  • The underlying engine of the system does the intent analysis and rank the leads.
  • The system, basis on the lead & agent scores finds out the best agent-lead match and allocate the lead to the agent.

Lead can be assigned to the on-prim tele callers, external call center agencies or freelance mobile agents as per the designed rules

  • ZAssist product allows you to structure your call-center the way you want.
  • The leads can be routed to external or internal, mobile or tele calling agents.
  • The agents can also mark the leads to be handled by Feet on street agents.
  • System identifies the severity of the issue & accordingly finds the best matching agent to solve the problem.
  • The system finds out the best agent-issue match and assign the issue to the agent.
  • Agents contact the customer through the preferred medium.
  • Make the customer resume the Self-service journey, helps to submit the service request.

Customer do not want to receive a service call but still wish to get his queries answered

  • There are situations where the customer do not want to receive a service call may be because of busy schedule. With the integrated "CHATBOT" customer can put across all his queries and the BOT conducts a conversation in a textual form.
  • For the unsatisfied conversation or unresolved queries, BOT can automatically route the customer to the physical Agent to answer through chat or a call.

Customer can use the Self-service portal dashboard to -

  • Glance all his recent searches on the portal.
  • View all the insurance policies purchased.
  • Track the status of his recent purchase.