ThinkOwl helps you supersede your customer expectations with the power of artificial intelligence. It offers your customers exactly what they need at the right time and even goes beyond what’s humanly possible.

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BRILLIANT
CUSTOMER SERVICE
COSTS A LOT OF MONEY
makes
Unbeatable customer experiences boost your bottom line
and clearly set you apart from the competition.
© ThinkOwl

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GOODBYE, MOM-AND-POP SHOP!
Gone are the days of the good old mom-and-pop store,
where the owners managed everything and personally
knew all the answers to their customers’ questions and
needs.
In times of modern online commerce, the way we buy
services and products has changed dramatically over
the past few years. Today, many employees at once are
involved in customer interactions on multiple channels
and need access to data and information. But with
automated case processing — powered by artificial
intelligence (AI) — even “mom and pop” can successfully
scale in the new digital world. But more on that later.
It’s no secret: Agility in day-to-day business is critical and
creates more sustainable and efficient processes, which
not only stimulates internal dynamics but also promotes a
customer-oriented company structure.
Customer relations need to be nurtured. Simply making
sure your transactions run smoothly is no longer enough.
You have to cultivate and tend to long-term customer
relations.
HAPPY CUSTOMERS RAISE YOUR BOTTOM LINE
Never underestimate the strategic and economic value,
superb customer service brings to your company. It’s what
distinguishes you from the competition.
Lacking customer satisfaction, on the other hand, fuels
customer frustration, results in negative reviews and
ultimately leads to higher service costs.
Not addressing your customers’ needs quickly enough or
inundating them with redundant information will make it
very hard to make your audience happy in the long run.
Every interaction bares the opportunity to build a good,
long-lasting customer relationship that will ultimately
contribute to your company’s rapid growth.
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TRADITIONAL SOFTWARE SOLUTIONS
ARE RIGID AND OFFER LITTLE SUPPORT
The challenge
Large companies with numerous service agents are
challenged with keeping an overview of customer
interactions and always maintaining transparency.
The problem?
Brands may spend big money on soliciting new
customers. Too often, though, they hesitate to invest in
distinctive customer service.
The consequences?
The company repeatedly engages customers in complex
sales process-es. On top of that, confusing websites, long
wait times, incompetent service and products that aren’t
really what the customers want make great service pretty
much impossible.
Your company won’t become agile as long as complicated
systems, technologies and infra-structures dominate, and
every time updates or modifications are in order, you have
to depend on the IT department for help.
By today’s standards, customer organizations must be
able to update their tools without interrupting business
or causing media disruptions. ThinkOwl is an integrated
software solution that talks to your other applications.
Your agents can manage tickets and trigger workflows
without leaving their central helpdesk.
This e-guidebook shows how to optimize your customer service organization, offer your customers
exactly what they need, at the right time – and even go beyond what’s humanly possible:
Supersede your customers’ expectations with the power of AI.
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The customer experience ROI study by Watermark
Consulting demonstrates the added value unbeatable
customer service brings to a company:
Leading companies surpassed the market average,
generating a total revenue 35% higher than the S&P
Index.
Laggards were left far behind, with a revenue 45%
below the market.
120,0%
100%
80 %
60 %
40 %
20 %
0,0 %
Cumulativetotalyield
Customer service
leaders
S&P 500
Index
Customer service
laggards
107,5 % 72,3 % 27,6 %
CUSTOMER SERVICE LEADERS
BY FAR SURPASS THE MARKET
8-year stock price development
of customer service leaders vs.
laggards vs. S&P 500 (2007–2014)
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LEARN FROM THE LEADERS
How successful companies create excellent customer experiences,
so customers remain loyal for a long time
1. Soar beyond customer expectations
At what point do customers recommend a service
or product to others, turn into repeat shoppers and
become more inclined to purchase? At exactly the time
they develop a positive attitude toward the service or
the product – usually following a particularly positive
customer experience. Thus, if you want your customers
to be loyal to your brand for a long time, make them
happy. Better yet, soar higher than the competition
and deliver superhuman customer service beyond your
customers’ expectations.
2. First the essentials, then extra goodies
Successful companies first master the basics of
excellent customer satisfaction:
Eliminate frustrating barriers to products and services,
wrinkle out transactions, be accessible, have answers.
Once customers are getting what they need and are
content, you can surprise them with nice extras and
turn each interaction into a unique, unforgettable
customer experience.
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3. Positive customer experiences happen at the emotional
level
Leaders in customer service leave nothing to chance.
Every single customer experience is managed
deliberately. What’s more, successful organizations
consider the emotional level. What this means? They
not only meet the customer’s rational expectations,
they make them feel good, too. As a result, the
customer will remember the experience and develop a
positive as-sociation with the brand.
4. Customer satisfaction and staff happiness are related
We talk so much about customer satisfaction yet
often forget to ask whether our service team is
happy. Recognize the relation between the two:
Happy, engaged agents positively impact customer
satisfaction. In turn, content customers lead to even
happier, more engaged agents.
To catalyze this positive cycle, successful companies
focus on the wellbeing of their customers AND that of
their employees.
5. Understand your customers’ perception through
cognitive science
It’s critical to consider both the reality and the
perception of a customer experience. Service leaders
understand how the human mind interprets an
experience and forms a memory. They use cognitive
science to create more positive customer experiences
and ultimately strengthen customer loyalty.
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Agility in customer service raises your
bottom line and boosts customer satisfaction
Agile customer service makes your employees’ life easier. Imagine you had fewer incidences
and disruptions and the capability to resolve 80% of all customer requests within a few hours.
To top that, you always have a 360-degree overview of the processes and topics that concern
your customers and employees.
Optimizing your processes automatically creates happier customers.
Higher agent
productivity
1
Digitalized
self-service
2
Higher first
contact resolution
(FCR) rate &
reduced error rate
3
Analyzing service
processes &
drawing valuable
conclusions
4
Automated
workflows
& no more
redundancies
5

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Higher agent productivity
With shorter average handle times (AHT),
productivity increases and running costs for agents decrease.
These are your opportunities to reduce helpdesk costs. When agents have fewer repeat contacts
and don’t need to make right on errors all the time, they can focus on what’s essential.
HOW
• Install an agile customer service solution
• Agile case management: Assign cases to the right agent
at the right time
WHY
• Fewer media disruptions (caused by frequent
switching between applications)
• Agents are relieved of routine tasks
• Less frustration at the workplace
1
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Digitalized self-service
If you give your customers self-service options to solve a problem themselves,
you save your agents a lot of work.
Rather than swamping agents with endless service tickets, customers can simply
take matters into their own hands.
HOW
• Build a nest of knowledge: Collect frequent questions and
answers and analyze your customers’ journey (customer
journey mapping)
• Integrate knowledge into chat and email responses
• Use training sets for AI-based dialog systems (online
self-service, chatbot, email responses)
WHY
• Reduced email volume
• Shorter average time to resolution
• Improved customer satisfaction
• A lighter case load allows agents to focus on important
tasks
2
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Higher first contact resolution
(FCR) rate & reduced error rate
Ambitious digital customer service means that rather than fixing the same errors time and again,
your agents can focus on what’s really important: Creating exciting, personal service experiences.
WHY
• Classify and prioritize cases automatically – with AI
• Process routine cases largely automatically
• Employ one-click responses
• Identify challenging tickets with the help of AI and
immediately assign them to expert agents
3
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Analyzing service processes &
drawing valuable conclusions
Regularly analyzing service cases is important, so you can draw insightful conclusions.
This not only allows you to continually adapt and optimize your customer service but also
empowers you to make informed strategic decisions.
HOW
• Analyze relevant support trends
• Precisely analyze customer behavior
• Measure your user productivity
• Optimize collaboration between departments
WHY
• Understand customer problems and visualize them
graphically
• Gain precise, data-driven insights so you can improve
strategic and business decision-making
• Recognize trends in your customer communication
4
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Automated workflow and
no more redundancies
How to prevent problems and redundancies? With a solution that, in addition to optimal
customer service, offers business intelligence data. Automating workflows and running routine
tasks on autopilot frees up capacities for the really urgent cases.
5
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BETTER BOTTOM LINE THROUGH...
• Proactive use of the customer service solution
• Employees sharing customer info
• Transforming customer inquiries into concrete knowledge
• Designing your own custom business processes
REDUCED EXPENSES THROUGH...
• Identifying potential product improvements
• Resolving problems quicker
• Gaining essential insights
• Handling customer requests within a short period of time
• Intelligently standardizing business processes
• Reducing chaos
• Eliminating redundancies

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Agility in business generates
a better bottom line
Unbeatable customer service increases your company’s value enormously –
a remarkable competitive edge.
BETTER BOTTOM LINE THROUGH...
• Extended customer lifetime
• Lower price sensitivity
• Stronger customer loyalty
• Positive reviews
• Expanding on service that works
• Streamline collaboration across departments
REDUCED EXPENSES THROUGH...
• Increase in customer satisfaction
• Reduced acquisition costs
• Fewer complaints
• Fewer intensive service requests thanks to happy, content
customers
6
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Together, we can solve your problems and reach your goals.
ThinkOwl is a self-learning software solution for agile customer service –
completely supported by AI.
Discover our omnichannel service software to create customer service of the future that
will clearly set you apart from your competitors – through unbeatable customer experiences.
Click hear to learn more