At WDS our focus is on delivering the best possible knowledge base for your customer service teams, all the way from front-line sales through to call centre and online care. Our suite of multi-channel knowledge management, product intelligence, consulting and mobile device management solutions help wireless brands deliver a more effective customer experience while keeping firm control of costs.
Even the slightest deficiency or knowledge gap during a support interaction can damage customer satisfaction and even the lifetime value of a customer; driving product returns or service cancellations, increasing support traffic to a contact centre or eroding customer loyalty beyond repair. With customers now interacting over multiple channels, from a store visit to a tweet, the challenge is greater than ever before.
Even the slightest deficiency or knowledge gap during a support interaction can damage customer satisfaction and even the lifetime value of a customer; driving product returns or service cancellations, increasing support traffic to a contact centre or eroding customer loyalty beyond repair. With customers now interacting over multiple channels, from a store visit to a tweet, the challenge is greater than ever before.
Services
Agent Expert
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Agent Expert provides up-to-date knowledge to customer care agents in an easy to use, clear format. It delivers consistent, accurate and effective support, first time and every time. It will help to improve your stats for First Call Resolution (FCR) and Average Handling Time (AHT). It will reduce your training overheads, improve staff performance and reduce staff churn.
OnlineCare
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A suite of online tools such as device guides, FAQ, device specifications, decision flows, and virtual devices designed to deliver a personalised support experience, OnlineCare is a web-based framework for fully managed self-service device support. In short, OnlineCare gives customers access to all the information they need to assist them on their post-sale journey - leading to reduced costs (deflecting calls) and increased customer satisfaction.
Retail Expert
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Retail Expert provides up-to-date information for in-store device sales and walk-in support triage, plus a tablet optimised freeroam device simulation experience, so your customer-facing staff have all the information they need to engage and convert customers. Being able to answer customers' questions quickly and accurately will help to put them at their ease and close more sales.
Device Intelligence
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Device Intelligence helps you to understand the mobile and cellular devices connected to your network or existing in your ecosystem. Our extensive library of Type Allocation Codes (TACs) will identify the device type, resolve a make and model, and provide extensive device information. Having a detailed understanding of the devices on your network is critical to ensuring that you can fully support all of your customers' needs.
Device Management
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Device Management from WDS gives your customers a flying start to their new mobile experience. WDS Device Management helps customers get started with their new device using automated over-the-air (OTA) provisioning of 4G or 5G data. Tailored messaging makes the whole experience smooth and simple - improving data adoption and usage.
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