Cresta, the real-time optimization platform for customer conversations, today announced the launch of Cresta for Customer Service, designed to enable customer care teams to deliver more personalized customer experiences.
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Cresta’s real-time AI coaching solution is for companies seeking to deliver the best possible service and support experience to their customers. Cresta’s AI continuously learns top-performing service behaviors and puts those insights into action with real-time assistance and personalized coaching, resulting in 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% faster handle time, 19% better CSAT scores, and millions of dollars in cost savings and new revenue opportunities.
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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, NPS, AHT, and First Call Resolution (FCR), and Cresta optimizes the rest.
As teams interact with customers, Cresta’s Expertise Engine constantly observes and identifies top-performing customer service behaviors. From here, agents can address the common customer issues easily, quickly and effectively, with empathy-based customer interactions, faster responses to customers’ questions, fewer uncertainties about compliance and regulatory policies and coaching tools and dashboards – all proven to drive real results.
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