Customer service is critical. Largely responsible for customer satisfaction, it can also make or break your reputation. Using our expertise, we can implement the right technologies to overhaul your customer service department. Increase employee productivity and improve customer experiences for maximum loyalty.
After purchase, customer service often remains the only point of contact customers actively seek with your company. However, the potential of this interaction often remains untapped because agents don’t have access to the right data to make the most impact in these crucial moments.
In order to exploit this potential, your company needs to apply analytics to existing customer data in order to personalize the customer service experience, offering individualized attention that will strengthen relationships with customers.
Using our extensive knowledge of data, we can give your agents a holistic understanding of customers that can be used to increase customer satisfaction and sales. This can be accomplished for example by developing concrete, customer-specific proposals for cross-selling and up-selling activities, and by implementing an alert function that informs you when a customer is about to leave and needs to be won back through specific tactics, such as offering suitable free services or discounts.
Customer service involves data collection over many different channels, such as e-mail, telephone, social media and review platforms. This is a goldmine of information that can tell you how satisfied your customers are, how they feel about your company, what complaints they may have, and whether or not they’re about to leave. Tapping into this knowledge can give you an edge over your competitors.
In order to effectively make the most of your customer data, you need solid technologies and effective strategies that will help you organize, manage, and translate data into value-adding activities.
With our comprehensive knowledge and expertise in all things data, we can help you centralize and analyze data from all sources related to customer care. For example, the data can be used for sentiment analysis or churn analysis in the context of customer service. But it doesn’t end there. These results can in turn be made available to other departments, such as sales and marketing, where they can be utilized for targeted campaigns.
In today’s world, existing and prospective customers expect a lightning fast response time. They want immediate answers to their questions and immediate solutions to their problems. In addition, increasing volumes of customer interaction mean that service agents waste time answering the same questions over and over again without generating any value for your company.
To meet these demands and get the most out of customer interactions, your customer service department needs to automate standard conversations so that customers are satisfied with quick solutions, but don’t become frustrated when they realize they’re talking to a robot.
This is exactly where we can help you. Working together, we’ll determine which functions the chatbots should take over and decide on full or partial automation to meet the needs of your unique situation. Chatbots can be customized for your target groups, including tonality and more. Subsequently, we can also take over development for all current messenger platforms, deploy the solution and optimize it.
Today’s fierce competition demands that companies improve the level of service provided after the sale. Good customer service often makes the difference between you and your competitors, but there are many things that can get in the way.
To ensure efficiency in customer service, your company needs to consider cutting-edge technologies like Robotic Process Automation (RPA), which improves business processes by automating repetitive tasks, reducing errors and increasing quality and compliance. Automation gives customer service agents more time and energy to concentrate on high-level tasks that require decision-making.
Using our experience in RPA implementation projects, we can support you in each phase of your RPA journey. We start by identifying which processes should be automated, based on your needs and the value-adding potential. We then run a pilot with an initial use case. After we move on to implementation and user training, depending on your needs.