First Digital Advisor for Customer Success and Support Launches to Help Leaders Always Take the Smartest Next Step
DURHAM, NC - SEPTEMBER 21, 2017 - High-pressure and often resource-constrained Customer Success and Support teams now have a digital ally in their quest to vastly improve operations rather than only manage break-fixes: Klever Insight, the first-ever, interactive digital advisor that leverages everyone's expertise to help customer success and support leaders always know "the smartest next step” to best engage employees and customers.
Rebranded from Klever to Klever Insight, the company brings to market a platform that combines company-specific with collective industry expertise to help Success and Support teams set and achieve strategic goals, along with modern ways to measure their success. Klever Insight was co-founded by a team of life-long customer support experts.
“We are excited to announce the Klever Insight Beta Program, which already has two leading companies on board,” said Phil Verghis, Klever Insight co-founder and CEO. “We felt it was important to rebrand as Klever Insight because until now, Klever was about optimizing operations from a people and process perspective. With the launch of the Klever Insight Beta program, we want to make it clear that we have, effectively, open-sourced business process improvements via our new SaaS platform. Success and Support leaders are incredibly open and sharing, and what we’ve done is place that extraordinary level of expertise right in your back pocket, so to speak -- always there, always updated and improved, and always ready to help.
“The Klever Insight Digital Advisor empowers teams to make strategic changes -- usually the last thing they have time to work on -- rapidly and easily,” said Verghis. “For example, it would generally take six calendar weeks to prioritize strategic initiatives and come up with a plan for each team. Klever Insight helps them do this in just one hour -- with data-driven recommendations, tools and measures for each and every manager.”
The Klever Insight Digital Advisor understands, guides and measures
Klever Insight combines high levels of industry expertise with company-specific knowledge gained from customer-facing employees. As companies use the platform, their experience joins the collective knowledge to benefit their own and other companies in the future.
First, Klever Insight understands: It gathers input from all employees to learn about goals and challenges. Employees become more engaged from the start, knowing that their insight is foundational to the solution. The platform analyzes this employee information against its core expertise to derive data-driven, strategic recommendations.
Then, Klever Insight shows each manager the smartest next step in a holistic and comprehensive way that everyone can agree on, because everyone has contributed. The Klever Insight Digital Advisor guides and aligns managers with a playbook of bite-sized, contextual recommendations along with templates that make them easy and fast to complete.
To help everyone stay on track, Klever Insight uses simple yet powerful metrics to show progress towards business outcomes, and always highlights the smartest next step. Rather than using antiquated metrics focused on control and compliance, Klever Insight spearheaded the Open Customer Metrics Framework (OCMF) to help establish industry-standard measures designed to encourage learning and dialogue.
Developed by a group of award-winning practitioners and industry experts, OCMF provides “metrics that matter” free to everyone via a Creative Commons license. Karen Lim, currently Support Experience & CSS Strategy Leader with Microsoft and a founding member of the OCMF, said, “I am delighted to be part of something as important and breakthrough as the OCMF, setting the standard in the industry. As a Service Leader, having outcome-based industry metrics that focus on customers, employees and the business is the right balance for success in today’s challenging business environment and in delivering the value our clients expect.” Learn more at http://www.ocmfgroup.org.
Klever Co-founder and CEO Phil Verghis will speak about OCMF at Technology Services World 2017 (TSW) in a session titled, “Finally! An Open, Modern Metrics Standard,” with Dean Robison, SVP, Customer Support, ServiceNow, and Judith Platz, VP Research, Support Services, TSIA , on Tuesday October 24th at 11 AM. Klever Insight will provide live demos during TSW.
About Klever Insight
Klever Insight is the first-ever, interactive digital advisor that leverages company and industry expertise to help customer success and support leaders always know "the smartest next step” to best engage employees and customers. Founded by experts who understand the intense, interrupt-driven world of customer operations, Klever Insight provides a step-by-step way to focus on the important and strategic, while still managing the urgent -- so managers can do just a little every day to make a big difference.
By learning about your goals and challenges from all customer-facing employees and analyzing those against its constantly-updated knowledge base of proven best practices, Klever Insight creates an instant playbook of personalized, contextual recommendations for success and support managers, including templates to help easily execute and measures to see if you’re on track. Klever Insight brings the best of everyone to help improve what’s most important to your business. Employee and customer smiles prove it. Learn more at http://www.kleverinsight.com.