Digital transformation

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Omnichannel

Allowing customers choices to connect.

Our team has a customer-centric culture to transform every touchpoint of the customer journey into an agile, resolutive, and versatile experience. We believe in creating long term relationships through digital solutions deeply connected with user's needs and strategic business goals.

OneLink provides our clients options for their customers which allows end users their service method of choice. Customers are becoming more tech savvy and preferences are migrating away from voice to other digital channels where technology can best assist them. Chats can evolve to chatbots, emails can evolve to robotic solutions, in-app connectivity means they don't have to leave their favorite game, SMS provides the means to receive the information they want at their own time, and more. OneLink is continually helping our clients evolve.

 

Our Approach

People make tech work-OneLink's holistic approach

At OneLink, we believe that the challenge of driving customer satisfaction can only be managed by a holistic approach involving customer experience design, technology and continuous improvement.  Artificial intelligence and automation are best delivered if customer needs and business objectives are clearly understood.  Our solutions seek to enhance service quality, increase speed of answer, first contact resolution, reduce transfer rates, and minimize cost per transaction ultimately helping to maximize the customer experience and lifetime value of our client’s customers.

From chatbots and self-service to knowledge management and robotic process automation, any solution aimed at improving customer experience requires a team that makes sure it remains current on a daily basis. Tech alone does not solve automation; people enable it through the management of tech.

OurApproach
DesignProcess

Design process

It begins by understanding the customer
It's enhanced and improved by understanding the customer

The process begins by understanding the customer journey, but it’s an evolutionary and iterative process.  It never ends, otherwise technology improvements become stale and obsolete as the business continuously adapts to market conditions. As the customer journey changes, enhancements and improvements require a continued deep understanding of the customer.

Only after understanding the customer journey and current and future business dynamics can a technology and/or process improvement solution be proposed.

Robotic Process Automation

Better ROI, better operational metrics, strategic

Discovery, development, and monitoring. Key ingredients to successful automation. At OneLink, our dedicated Account Managers and other operational team members are provided incentives to find and implement automated solutions that not only lower your overall cost, but improve the customer experience. AHT reduction means that customer issues can be solved faster and our Incredybles® can spend more time connecting with them emotionally.

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OneLink's operations teams are trained to look for automation opportunities. Coupled with the extensive experience of our development team, together they ensure that the process discovery, design, implementation and management of attended and unattended RPA enabled solutions not only result in improved efficiency but enhanced customer experiences as well.

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RPA
ChatBot

OneLink's Chatbots

Our Chatbots Work.

Our development team is great, but a chatbot will become obsolete in weeks if left on its own. We train our chatbots. Just like any great athlete, they don't go pro without effort and work. It's the same with chatbots. Our holistic team of developers + trainers + Incredybles® are continually updating our guided bots and conversational bots driving higher resolution rates.

OneLink technical developers have extensive experience with design, construction and training of multichannel, multilanguage chatbot solutions.  OneLink can manage the end-to-end chatbot lifecycle or focus on adding value in specific stages such as chatbot experience design, chatbot training and operation, and more.

Data Anaytics and Business Intelligence

Multiple sources, One view, Meet OneLink's OneBox.

OneBox is OneLink's reporting platform that consolidates multiple data sources allowing different ways of reviewing and gaining insight about your customers. In real time.

During business reviews, we don't spend much time discussing data, instead we provide insights to what the data means. Our weekly, monthly, and quarterly business reviews are extensive and proactive solutions are provided to our clients with the goal of improving our customer's brand and increasing brand loyalty.

BI

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