EdgeTier

EdgeTier: Unlock Actionable Insights from Customer Conversations

What is EdgeTier?

EdgeTier is an AI-powered Customer Conversation Intelligence Platform designed to analyze support conversations and provide actionable insights for customer service teams. It helps businesses improve customer experience, increase agent performance, and gain a competitive edge.

How to Use EdgeTier?

1. Integrate with your existing customer service platform: EdgeTier seamlessly integrates with platforms like Salesforce, Zendesk, and more.
2. Analyze customer conversations: EdgeTier's AI automatically tags and analyzes customer interactions, providing insights into customer issues and agent performance.
3. React to emerging issues: Set up alerts to be notified of potential problems before they escalate.
4. Coach agents: Use EdgeTier Coach to identify performance gaps and deliver targeted feedback.

Why is EdgeTier important?

• Improve Customer Experience: By understanding customer issues and addressing them proactively, EdgeTier helps businesses create a better customer experience.
• Increase Agent Performance: EdgeTier provides agents with the information and guidance they need to perform at their best.
• Gain a Competitive Edge: By using customer conversations to gain insights, businesses can stay ahead of the competition.

Key Features of EdgeTier Platform:

• EdgeTier Sonar: Real-time anomaly detection to identify emerging customer issues.
• EdgeTier Index: AI-powered tagging and summarization of customer interactions.
• EdgeTier Coach: Agent performance management and coaching tools.
• EdgeTier Assist: Chat and email handling system for faster, personalized responses.

Use Cases:

• Retail: Identify product issues, improve customer satisfaction, and optimize marketing campaigns.
• Travel: Monitor customer feedback, address travel disruptions, and enhance customer loyalty.
• Gaming: Detect fraud, improve player experience, and optimize game design.

EdgeTier Customer Success Stories:

• Novibet achieved savings equivalent to six full-time employees by using EdgeTier to listen to the voice of the customers.

EdgeTier drives business impact.Improvement in weekly scores on Trusted Shops. Full coverage of every single message sent by agents. Savings equivalent to six full-time employees

Frequently Asked Questions:

• What is EdgeTier? EdgeTier’s Artificial Intelligence (AI) technology scans and analyses every single customer and agent message in real-time, allowing teams to react to customer issues as they emerge
• Is EdgeTier suitable for us? EdgeTier partners with various businesses in retail, travel, iGaming, and utilities. These companies have customer service teams ranging from 25 to 250 agents who interact with customers through chat and messaging.

EdgeTier is a complete solution for improving customer service and gaining a competitive edge.