Asynchronous Messaging Scales Support, Cuts Costs, and Elevates the Customer Experience for a Social Technology Company

In response to the demand for increased scalability and cost-effectiveness during its busy holiday season, a leading producer of VR and gaming equipment sought innovative solutions. VXI recommended integrating asynchronous messaging into the client’s help center to enhance flexibility and productivity. VXI’s CXA team conducted a thorough assessment of digital readiness, collaborated with stakeholders to develop new processes, designed three use cases, and optimized digital and UX workflows on the website.

The pilot project unfolded in two distinct phases. By the conclusion of phase two, the client had successfully implemented an AI-enabled chatbot, accumulated compelling evidence to support a broader CX transformation, and cultivated internal momentum for the enterprise-wide adoption of asynchronous messaging.

What You’ll Learn

• Smooth peaks and valleys with tech: Asynchronous messaging and chatbots are good places to start.
• Six Sigma and pilots are key: Measuring, analyzing, and iterating keep CSAT levels high.
• Digitalization requires design thinking: Mapping, UX design, and change management can boost success.
• Digital CX help matters: Objective, customer-focused partnerships can solve years-long issues.