Cardina
Cardina is an AI tool that enhances customer experience and support by allowing customer service agents to visually guide customers over phone or live chat. Agents can see, draw on, and co-browse the customer's screen without the need for any software downloads. With features like session recordings and data masking, Cardina prioritizes security and compliance. It integrates seamlessly with existing tools and works on all user devices.
Features of Cardina
Visual Guidance: Cardina allows customer service agents to visually guide customers over phone or live chat by seeing, drawing on, and co-browsing the customer's screen.
Click Highlighting: Agents can highlight where to click on the customer's screen, making it easier for customers to follow instructions.
Screen Sharing: Agents can share their screen with the customer, providing visibility into enrollment workflows and allowing for a more comprehensive support experience.
Remote Control: With the customer's permission, agents can take control of the customer's screen, scroll, click, and type as if they were physically present with the customer.
Session Recordings: Cardina offers the ability to review and replay session recordings, allowing agents to learn from previous resolutions and improve their support skills.
Data Masking: The tool has a feature to mask out sensitive data, ensuring it's never sent or saved, and protecting customer privacy.
Improved Efficiency: Cardina helps resolve customer issues 41% faster and boosts first-contact resolutions by 47%, leading to increased customer satisfaction and reduced support costs.
Granular Access Control: The tool provides control over agent access to customer data, ensuring access is granted only when necessary and with the customer's explicit consent.
Security Compliance: Cardina complies with global data protection and security frameworks such as SOC 2 Type II, GDPR, CCPA, and HIPAA, ensuring the highest level of security for customer data.
Seamless Integration: The tool integrates seamlessly with existing tools and works on all user devices and with the latest web technologies, regardless of language or framework.
Benefits of Cardina
Enhanced Customer Experience: Cardina allows customer service agents to provide a more personalized and interactive support experience by visually guiding customers and sharing screens.
Faster Issue Resolution: With the ability to see and interact with the customer's screen, agents can quickly identify and resolve issues, leading to faster resolution times.
Improved First-Contact Resolutions: By providing agents with a comprehensive view of the customer's screen, Cardina helps increase the likelihood of resolving issues during the first contact, reducing the need for follow-up interactions.
Efficient Training and Learning: Session recordings enable agents to review and learn from previous resolutions, improving their support skills and knowledge base.
Data Privacy and Security: Cardina prioritizes data privacy and security, ensuring sensitive customer data is protected and access is granted only when necessary and with explicit consent.
Who Cardina is useful for
Customer Service Teams: Cardina is a valuable tool for customer service teams looking to enhance their support capabilities and provide a more interactive and efficient customer experience.
Technical Support Agents: Technical support agents can benefit from Cardina's screen sharing and remote control features, allowing them to troubleshoot and resolve technical issues more effectively.
Sales and Onboarding Teams: Cardina's visual guidance and screen sharing capabilities make it useful for sales and onboarding teams, enabling them to provide personalized and comprehensive support during the customer onboarding process.
Compliance and Security Teams: Cardina's security compliance features make it a valuable tool for compliance and security teams, ensuring customer data is protected and meets regulatory requirements.
In conclusion, Cardina is an AI tool designed to enhance customer experience and support. With its visual guidance, screen sharing, and remote control features, it enables customer service agents to provide personalized and efficient support. Cardina also prioritizes data privacy and security, complies with global data protection frameworks, and seamlessly integrates with existing tools. It is useful for customer service teams, technical support agents, sales and onboarding teams, and compliance and security teams. By using Cardina, businesses can resolve customer issues faster, improve first-contact resolutions, and enhance overall customer satisfaction.