Capacity

““We’re able to pick out the needle in the haystack–the best responses from our best-in-class agents–and bring that forward in our chatbot,””

““There have been strikes forward in agent performance as we continue to look at the full picture of our member conversations,””

““Training agents to use acknowledgment language–expressing empathy–has always been challenging,””

““Being able to bring those insights forward with Capacity is so powerful.””

“In the banking industry, our workforce has to learn more and more, year after year because we continue to add various channels, products, and ways our team can access information and conduct a transaction. We introduced the Capacity platform to ensure our team has access to the information and knowledge they need.”

“When customers visit our website, they’re coming for knowledge, not just information. We would never let someone come into a branch office without being greeted or helped, so we’re using Capacity to ensure our website visitors get the same treatment.”

“Seeing the power of automation and the benefits of real-time insights, PacSun’s team has formed a close partnership with the Capacity Customer Success team to develop quarterly plans on undertaking the next use case sets that can continue to move the needle on customer satisfaction and revenue.”

“We partnered with Capacity because of their ability to provide quick and easily accessible customer communications and drive engagement with our shoppers after a purchase, as well as automate basic tasks to lessen the burden on our customer service agents.”

“We are seeing greater and greater success with [the questions answered by Capacity]. These are all questions that a live person did not have to answer for someone, so it’s a definite lift for all our teams.”

“Most questions come from one-off scenarios, and those would end up going towards managers that are already busy. Capacity helps us give our sales and production staff full answers and links to resources with more information. That frees up time for managers, and now people can get answers in seconds, versus hours.”

““If the agent is going down the wrong path in the knowledge base, we want to get to the point where we can use real-time call data to identify that and redirect the agent immediately,” he says.”

““We’re automating our troubleshooting now so we can ask our agents fewer questions and still direct them down the path they need to be on,” she says.”

““We wanted it to be like the experience of using tax software,” King says. “If you sit down with a federal or state form, it feels like a foreign language. But if you use software, you’re just answering questions to walk through the process. We wanted similar dynamic logic behind the scenes to pop up the next set of questions based on the previous answers.””

““Before Capacity, we were using Google Docs,” says Olivia Grimstead, Programs Manager at NRTC Managed Services. “It worked up to a point, but there was a lot of information thrown in there, and we regularly had to go through multiple pages of information to make sure everything lined up.””

““We were emailing all our discounts to customers. Getting email addresses over the phone left a lot of room for agent error and bounce back, which hurt our redemption rate.””

““At the end of the day, it’s about making each contact center interaction better. It’s clear that the text option for discount coupons meets our customer’s preference for SMS. Overall, business texting has improved agent efficiency and service level, further enhancing our customer experience.””

““We’ve invested heavily in technology, and it’s evolving the way we do business.””

““Capacity is really good at answering questions about loan guidelines. It saves a ton of time. And if it ever doesn’t know the answer to a question, it can find the person who does.””

“What comes from the people is tenacity and knowledge. From bringing in the loans to getting it over the finish line, it’s a team sport.”

“According to Mariann, “It helps our team with any questions they might have about our employee website.””

““The chat feature has reduced the number of calls we get at the front desk, which really helps increase our check-in and checkout times,” said Sarah.”

““The use of tech has helped make healthcare more patient-friendly,” said Sarah. “With tools like Capacity, patients can quickly find information about healthcare options, insurance, and all the services we provide.””

“AI and big data will likely further improve healthcare by anticipating the needs of patients and providers and offering resources that maximize the experience.”

“Capacity’s customer support is unparalleled. I get help within the hour of any message.”

“Partnering with Capacity was not only the right decision for us, it was one of the best decisions that’s been made by this university.”