Ada: Introductory Discovery Questions

Opening Questions (To Establish Credibility and Provide Relevant Insights)

• <Limitations of Human Labor> Your best agents address common inquiries extremely well, however there is often a big difference between your best agents and your worst. We see the advances in AI as an opportunity to duplicate your best agent’s work. How do you envision AI impacting your function?
• <Agents Moving from Reactive to High-Value> As you know, customer expectations are on the rise. This year, 83% of support teams saw these expectations increase, and these days there’s less and less room for mistakes. How do you envision your agents moving from reactive service to advocacy?
• <Commerce> How has your company changed over the last couple of years with the shift to from brick-and-mortar commerce? We see many organizations making a shift to digital first experiences. This has forced them to rethink their entire customer journey and support model in particular. What have you observed in your business? 
• <Finance> Fintechs have to remain at the leading edge of customer experience to remain competitive.  What initiatives are you considering that will allow you to provide the best customer experience? We see many organizations shift to a highly personalized support experience driven by automation. What have you observed in your business? 
• <Entertainment> As entertainment markets become saturated with competitors, it is imperative that companies capture as much market share as quickly as possible to establish themselves as a leader. We are seeing greater focus on a seamless customer experience being the differentiator from service to service. What have you observed in your business? 
• <SaaS> SaaS companies are struggling to provide a seamless and easy onboarding experience for their customers. As a result, they end up with customers who feel confused and less likely to adopt. What have you observed?
• <Telecom> In the Telecom industry, the expectation is that support is personalized and readily available across digital channels. Telecom companies need to meet their customers across preferred support channels, which has proven to be a challenge. What have you observed in your business?

2.   Value Driver Priority Questions (To Determine Relevant Value Drivers)

•  Many clients that we speak with typically identify with two common goals:
  • Drive Cost Effective Resolution for Customers
  • Deliver a Modern Customer Experience
• How do you balance the need to drive cost savings with an exceptional customer experience?