SME News Q3 2024/ 52 Show, Don’t Tell with Grypp Customer service calls can be difficult to navigate, even in this digital age. With no visual cues, conversations can be wrought with friction points and misunderstandings that could be easily avoided if the participants could only see what each other were seeing. Enter Grypp – a company on a mission to enhance business communication through the introduction of new methods that improve the quality of conversations. Following Grypp being named in the 2024 Business Elite Awards, we speak with the company’s Founder and CEO, Pete Jones. Founded in 2017, Grypp aids contact centres in building trusting relationships with clientele by providing immersive technology that will deliver a shared, engaging visual experience. With the understanding that enhanced communication options lead to improved business outcomes, Grypp is aiming to achieve the ‘Holy Trinity’ of business objectives: reducing costs, increasing revenues, and enhancing the customer experience. Grypp is steadfast in the belief that by prioritising experience, the company can deliver greater value to a business as a whole. The customer experience is a key component of ensuring loyalty, as a happy customer will feel encouraged to return and even make recommendations in favour of their experience. “Grypp prides itself on being specialists in engaging, experiential customer conversations rather than merely focusing on transactional processes,” Pete says. “Our mission is to improve business through enhanced communication, with a constant focus on improving the experience for both customers and agents at every stage.” The company’s core offering is the integration of interactive visual communication into contact centres, which will transform the traditional voice-only call providing a more effective outcome. By adding a visual layer to the interaction, agents and customers are enabled to use “show”, rather than merely “say” for their enquiry. This will significantly enhance the quality and efficiency of communication due to the reduction of potential misunderstandings that visualisation brings. An example of this layer is an agent helping their customer navigate websites visually, where both the agent and customer can simultaneously see the same screen, streamlining the process entirely. This can also apply to technical support scenarios, such as identifying faults with household appliances or internet routers. Allowing the agent access to the customer’s camera enables quick diagnosis, smooth conversation, and reduces the need for unnecessary engineer visits. “The benefits of this visual communication technology are vast,” says Pete. “It simplifies tasks like filling in forms together in realtime, avoiding delays associated with email exchanges and follow-up calls. By removing friction points in communication, this approach leads to significantly improved results. For instance, call times can be reduced by 20-30% because showing is faster than describing.” This visualisation approach has proven successful, as Grypp has seen a reduction of up to 50% in unnecessary engineer callouts and a 30% decrease in “no fault found” returns. To promote the efficacy of visual communication, Grypp has developed a comprehensive framework that integrates numerous advantageous visual tools into one platform, allowing agents to adopt the most effective method for each conversation type. This platform promises to revolutionise contact centre processes and significantly enhance the customer experience. Pete notes that the rise of AI in the industry has significantly shifted the landscape, transforming how customer interactions are managed. As more companies use AI, it is increasingly taking over simpler conversation types, which leaves the more complex interactions for human agents to handle. Such conversations are more challenging and complicated, taking longer and creating additional pressure on the human agents. “In response to this shift, the use of visual tools to assist in these complex interactions is becoming increasingly critical,” he explains. “The combination of AI handling routine tasks and the need for more sophisticated human intervention presents a perfect opportunity for visual interaction to complement traditional word-only communication, making the resolution process smoother and more efficient.” In a constant pursuit of innovation, Grypp is continually seeking out cutting-edge technology in order to bring new possibilities to the industry. “Looking ahead, we have numerous plans over the next three years that will push the boundaries of innovation even further,” says Pete. “AI will play a significant role in our future developments, but we’re focused on purposeful AI – applying it in specific, niche areas where we have deep expertise and knowledge. We believe it is crucial to understand our strengths and not attempt to be all things to all people.” Ultimately, Grypp aims to bring true value to its clients, by innovating within areas where it can genuinely make a difference. Displaying an unwavering dedication to delivering meaningful and impactful services to its clients and their customers, Grypp has deservedly earned the title of the Best Contact Immersive Technology Provider 2024. Contact Details Contact: Pete Jones Company: Grypp Corp Ltd Web Address: https://grypp.io/
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