CULTIVATING CUSTOMER LOYALTY
Revamping the Customer Experience
Customers want recognition and answers immediately. Connect and streamline the process so your representatives always have the latest information to provide the very best in customer care. Save time and labor by equipping customers with the answers they need and the expertise they depend on.
ALL THE INFORMATION YOUR REPS NEED
Creating an individualized experience
When your employees have the most helpful information available at the ready before picking up the phone, they can provide a personalized customer service experience. Incorporating your phone system into your CRM technology routes the customers’ call directly to their dedicated representative, while automatically providing valuable customer information including: name, contact information, account information, notes from other calls, and so much more.?
Our experts have the knowledge to set up, integrate, and configure your phone and CRM systems to allow for intelligent routing so your customers get to the right people faster.
PUTTING THE KEYS IN THEIR HANDS
Enabling customer satisfaction through independence
Give your customers the information they need 24/7 without dependency on a call center. Web portals put the information at users’ fingertips so they can check statuses, get answers to common questions, submit requests and orders, and find information about your services, all without the need for direct assistance.
When you streamline processes such as approvals, support ticket management, payments, and more, you make it easier for customers and your employees to accomplish their needs. Empowering people with a sense of independence and self-service makes for a memorable customer service experience.
THE DATA YOU NEED WITHIN VIEW
Key information at a glance
The best customer service plans require measurable statistics to gain insight into potential bottlenecks, existing pain points, and areas for process improvements. Customer-focused dashboards can provide key information at a glance, including: satisfaction surveys, happiness ratings, notes about previous issues and outcomes, and any other relevant information.
When your team has the most relevant customer information available and easily accessible, they can provide individualized attention and customized solutions. You can also view the performance of your customer service teams, such as response times, time to resolution, and customer satisfaction ratings, so that you can reward excellence and set the standards for improvement.
An outside approach to every process
Our consulting process involves taking a holistic view of your customer service approach. We examine what you need, your current approach to fulfilling those needs, and how the process can be improved to create a fantastic customer experience.
Examples of how we can help:
- • Create quicker response and resolution times.
- • Reduce labor and improve resource utilization.
- • Design methods to answer common questions and automate processes.