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Improve the customer experience

Faster answers and clear updates for your customers.

A customer who waits for an answer, can't tell where their order stands or gives up on a quote halfway often ends up calling, or leaving. We rework their journey end to end, from the request to resolution or purchase, and keep a way to reach a person at every step.

Rework a customer journeyFree initial consultation

Before

  • Answers that take too long

    Questions pile up in email and on WhatsApp, and response times stretch with every busy period.

  • An invisible status

    The customer doesn't know where their order or request stands, so they call to chase it.

  • Journeys that drop off

    A long form or an unclear step makes people abandon a quote or an order in progress.

A real example: support at Skippo.

Skippo, a Swedish company behind a boating app, wanted its users to get an immediate answer in each of the app's five languages.

After

An immediate answer, and a person when needed.

  1. The customer

    Question

    The user asks in their own language, from the app.

  2. AI

    Answer

    The agent answers from Skippo's knowledge base.

  3. The system

    Hand-off

    When a question needs a person, the agent creates a ticket in the team's support tool.

  4. The team

    Follow-up

    The team handles the tickets passed on and manages the agent from an admin portal.

Every journey we design keeps this route to a person. A customer who wants to talk to someone, or whose request falls outside what was planned, is passed to the team with the conversation history.

Our work, from today's journey to the reworked one.

  1. Follow the real journey

    We follow the journey from the customer's side, channel by channel, and spot the waits, the chasers and the drop-offs.

  2. Choose the tools

    Depending on the journey, we combine an app, a site, an AI agent, notifications or a connection to your CRM.

  3. Build and connect

    We build what's been chosen and link it to your tools, so the status shown to the customer stays current.

  4. Measure and adjust

    We track the journey's indicators after go-live and fix the steps where people still drop off.

What you need to bring.

An agent or an app only answers well with up-to-date information. So we need a set of answers your teams have approved, and someone who picks up the requests passed on within a time you set.

  1. Approved answers

    The frequent questions and their answers, reviewed by the people who handle them today.

  2. A hand-off team

    Named people who pick up the requests the automation passes on.

  3. Access to your tools

    The catalogue, the CRM or order tracking, to show the customer accurate information.

  4. A priority journey

    The journey that weighs most on your business, so we start there.

How we measure the result.

We track resolution time, the satisfaction customers express, the journey completion rate and, where relevant, conversion. These indicators are recorded before and after go-live, which separates the measured result from the target set at the start.

  • Skippo

    Boating app, Sweden

    Challenge
    Answering questions asked in five languages.
    What Claro built
    An agent that answers from their knowledge base and passes the questions that need a person to the team, in its support tool.

  • Chorouk Market

    Supermarket, Tangier

    Challenge
    Letting customers order from their phones.
    What Claro built
    The iOS and Android app, the site linked to the catalogue and the back office for products, prices and discounts.

  • Assurances Lafia

    Insurance brokerage, Tangier

    Challenge
    Letting prospects request a quote online.
    What Claro built
    The firm's website, with an online quote request journey.

  • Pastaleena

    Artisan pasta, online sales

    Challenge
    Keeping the customer informed about their order through to delivery.
    What Claro built
    Order confirmation on WhatsApp, a tracking number sent to the customer and a reminder before delivery.

FAQ

Frequently asked questions

Are customers willing to talk to an AI agent?

What matters to a customer is getting an accurate answer quickly and being able to reach a person when they want to. So we design every agent with that route to the team, and track satisfaction to check the journey really suits your customers.

How does a customer reach a person?

They simply ask, or the agent passes them on when the question is beyond what it can handle. The request then reaches your team with the conversation history, in the tool it already uses.

Which channels do you work on?

We work on the website, the mobile app, WhatsApp and email, depending on where your customers already contact you. We start from the channels they actually use, because opening a new one achieves nothing if nobody uses it.

Do we need a CRM to improve the customer journey?

A CRM helps when several people follow the same customer, because the history of exchanges is shared. If you already have one, we connect it to the journey; if not, we assess with you whether your volume justifies one.

How much does a customer journey project cost?

The investment depends on the journey chosen, the channels involved, the tools to connect and how much is handed to an AI agent. Model usage and hosting, where relevant, come on top, billed by their providers, either in your name or recharged at cost. So we set the amount after following the journey with you.

Let's discuss your priorities

Let's rework a customer journey.

Pick the journey that generates the most chasers or drop-offs, and tell us how it runs today. We'll work out together which steps to simplify first.

  • The call lasts thirty minutes, by video.
  • You speak directly with a Claro expert.
  • Afterwards, we email you the next step we recommend.

Free initial consultation