Customer Care Experience

Enhance Your Customer Care Experience in the Moments That Matter

Act on Real-Time Customer Journey Insights

CSG Xponent is an industry-leading customer experience platform that bridges the gap between customer insights and action. We proactively guide customers through their care experience, offering contextual self-service and knowledgeable support to ensure quick resolutions that build brand trust.

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Individualized Care for Every Customer

Many customer relationships falter after the initial sale due to inconsistent and unhelpful customer care. Truly effortless experiences—the kind that build loyalty—prioritize customer care at every touchpoint, particularly post-acquisition. Xponent leverages individual insights to craft post-purchase customer care interactions that maximize retention and long-term business growth.

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Get Critical Interactions Right

Service Updates and Resolution

Proactive Issue Prevention: Anticipate customer needs and send preemptive notifications regarding potential disruptions.

Real-Time Status Updates: Provide timely status and resolution updates via the customer’s preferred channel (e.g., SMS, email, in-app notifications).

Interactive Troubleshooting:Enable two-way resolution flows, allowing customers to participate in quickly resolving issues.

50%

decrease in agent handle times by leveraging customer intent to direct customers to digital knowledge guides.

Proactive Contact Center Deflection, Containment and Routing

Automated Self-Service: Empower customers with automated self-service options to take care of tasks themselves, increasing first contact resolution rates.

Intelligent Call Routing: Minimize transfers by intelligently routing incoming calls based on customer intent and needs.

Empowered Agent Support: Equip agents with the real-time knowledge to provide quick and accurate resolutions.

2-Minute

reduction in average agent handle time by equipping agents with the customer intent and interaction history.

Customer Care Pain Points—And How We Help You Solve Them

Reactive Support

Traditional customer support only intervenes after the problems occur. Xponent helps prevent them, leveraging real-time journey insights to anticipate customers’ needs, proactively resolve their issues and save their valuable time.

Disconnected Customer View

When customers switch channels, they have to start over, re-entering information and retelling their issues. Xponent injects the customer’s context into each new channel they use, making them feel understood and keeping their care journey moving.

Irrelevant Interactions

Customers want help, not promotional offers, when they’re seeking support. Xponent brings contextual awareness to each interaction so customers don’t receive frustrating, irrelevant communications while they’re getting their issue resolved.

The Customer Care Experience That Builds Trust

What if you could anticipate customer needs and resolve issues before they even happen? Learn how with CSG Xponent’s proactive customer care solutions.

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See What Customers Need Before They Do

What’s better than delivering a great customer care experience? Not having to. Discover how preemptive service builds loyalty and prevents churn.

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