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Users of Augment CXM have reported a significant improvement in their CSAT scores, which have reached an all-time high since implementing …
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Product Details
- About
- Tech Details
What is Augment CXM?
Augment CXM Features
- Supported: Dashboard
- Supported: Negative Feedback Management
- Supported: Reporting/Analytics
Augment CXM Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based |
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Users of Augment CXM have reported a significant improvement in their CSAT scores, which have reached an all-time high since implementing the software. This boost in customer satisfaction can be attributed to the software's ability to help users handle chats more efficiently. By providing instant responses and modifying statements for quicker issue resolution, Augment CXM has helped users reduce chat handling time, allowing them to provide timely and satisfactory support to their customers.
One of the key use cases of Augment CXM is its ability to provide valuable insights for analysis and reporting. Users can easily track data count, skill count, and the status of active and inactive resources at a glance. This feature has proven to be immensely useful for users in analyzing agent performance, identifying areas that need improvement, and making data-driven decisions to enhance customer support operations.
Another important use case of Augment CXM is its role in facilitating efficient agent training. Coaches have found that the software enables them to train agents more effectively by providing macros and necessary tools that are readily available for multitasking and handling multiple chats simultaneously. The custom macros feature has received praise from users as it makes managing responses during busy periods fun and easy, ensuring that customers receive prompt and accurate assistance.
In addition to enhancing productivity, Augment CXM also contributes to a better overall chat experience by providing a sense of security and helping alleviate stress or irritation during interactions with customers. This not only improves the quality of support provided but also helps maintain average response times at an optimal level. By addressing these two key priorities, Augment CXM proves to be a valuable tool for users looking to elevate their customer support operations while maintaining high standards of service.
Predictive CSAT Indicator: Users have praised Augment CXM for its standout feature, the predictive CSAT indicator that provides real-time feedback on customer satisfaction. Several reviewers have stated that this feature has been invaluable in helping customer service representatives and supervisors take immediate action during chat conversations if necessary.
Cutting-Edge Technology and Integration Support: According to multiple reviewers, Augment CXM has greatly enhanced their organization's AI competency by providing cutting-edge technology and integration support. This has made the software an invaluable extension of their company, enabling them to stay ahead of the curve in terms of customer experience management.
Real-Time Identification and Display of Responses: Many users appreciate Augment CXM's ability to identify and display responses in real-time during chat conversations. This feature not only streamlines the workflow for customer service representatives but also improves efficiency by suggesting answers based on ongoing conversations. Reviewers have found this functionality to be extremely helpful in handling chat interactions quickly and efficiently.
Steep Learning Curve: Some users have found that the learning curve for customer service representatives to fully utilize Augment CXM is steep. They feel that it takes considerable time and effort for them to become proficient in using the software effectively.
Grammatical Mistakes: Concerns have been raised by some users regarding grammatical mistakes in the statements generated by Augment CXM. These users believe that improving the clarity of these statements through better grammar would enhance their overall experience with the software.
Lack of Real-time Updates on Scores: A limitation highlighted by some users is the lack of real-time updates on scores in Augment CXM. They express a desire for immediate access to updated information, which they believe would enable them to make more informed decisions in real-time.
Users have made several recommendations for Augment based on their experiences with the product and the company. The most common recommendations include:
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The user-friendly interface and easy setup of Augment have been praised by reviewers. Users appreciate how intuitive and straightforward it is to use the platform, making it accessible to users of all levels of technical expertise.
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Customers have expressed their satisfaction with Augment's commitment to continuous improvement. Users have noted that the Augment team is constantly working on enhancing their infrastructure and providing swift updates, ensuring that the product remains up-to-date and efficient.
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Some users have highlighted the effectiveness of Augment's AI feature, which has been described as impressive so far. This feature seems to be a standout for customers who have utilized it, suggesting that it adds significant value to their experience with Augment.