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THREE

Now Interact started working with Three in May 2014 with the aim of helping the company to improve its contact channel operations. Three was looking to deliver a better customer experience, increase profits and empower its agents to deliver on these changes. Three is an innovative business. Innovation runs naturally through their product offering, attitude and identity. It is important, therefore, that its business practices live by the same spirit. In addition to keeping improved customer experience and sales metrics in mind when reaching out to Now Interact, Three was keen to see how our technology could be used to identify and facilitate growth within their dedicated multichannel team.

 

Now Interact’s Predictive Intelligence technology personalises the way that companies offer contact channels to their customers. It maps the behavioural data of each individual online visitor against machine-learning algorithms to determine whether they are on site because they are looking to purchase, or whether they have a customer service issue.

 

Our technology segments online visitors into three distinct groups: those who are likely to buy online without the need for further assistance, those who are looking to resolve a customer service query and those whose behaviour indicates that they would convert if offered offline assistance. Each online visitor’s behaviour is intelligently monitored, understood and proactively responded to, where appropriate, with a contact channel matched to their needs.

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On Three’s website, customers who require offline assistance to complete their purchase are presented with a call back dialogue at the moment the visitor’s probability to convert is at its highest. Doing so gives Three’s call centre agents the ability to convert online visitors who were likely to have abandoned their purchase, into customers.

Image by William Hook
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