nanorep: Delivering Personalized Guidance Solutions

“It’s always instructed to focus on the pass and not on the obstacles to avoid crash while riding a bike,” says Eli Campo, CEO, nanorep. “Similarly, while leading an organization, CIOs should keep their stay focused on the user experience to surpass any hurdle and strive to achieve their set goals.” In the changing Consumer Experience Management (CEM) landscape where personalized experience is the cornerstone and digital experience has become touch enabled, Campo believes that nanorep is a little ahead of the digital revolution. There are few challenges which nanorep is addressing in this transforming CEM arena like creation of Omni channel and agile continuous experience. In addition, growing importance of response time has necessitated the availability of service response in real time to more touch points. Today, organizations have no control or influence on consumers’ engagement channels like twitter or chat and voice services with the company. “We provide 24 hour service to brands which is instant, individualized, and consistent across any touch point in the digital customer journey,” asserts Campo.

Aligning with the growth of ‘Internet of Me’, nanorep’s Digital Experience Guidance (DEG) provides individualized help to each person. It enables organizations to understand any question, its context and the intent behind it, in any phrasing and language—voice or text. The company’s real time analytics merges both structured and unstructured data to provide actionable, business insights from any context into areas where enterprises have zero visibility, creating a centralized view of the customers. Nanorep’s instant service is available at any touch point from the website, app, digital in store, connected car, including agent console. The company forges customers’ pathway with dynamic and creative overlay—decision tree or proactive FAQs for prompt resolution based on user profile and journey-specific context. To enhance agent experience—a part of customer experience, nanorep’s solution plugs into other ticketing and contact center solutions to support agents for much faster resolution times. Through Nanorep’s smart channeling, organizations can navigate customers to human assisted channel.