Innovate your omnichannel approach
Achema needed to innovate their omnichannel approach using their existing contact center and CRM technology
investments with minimal change to their current infrastructure or customer support journey.
Using Surfly, they were able to do that, which lead to an increase in their overall CSAT scores as well as increase in their first call resolution rates. With agents being able to see what a customer is seeing in real time, they can quickly advise, support, and guide the customers to successful resolutions that would be extremely difficult via phone, chat, or email.