Customer service is one of the most critical functions in a company, as it can have a significant impact not only on customer satisfaction but also in your company reputation. By using the right technology combined with our expertise, we help you to improve the customer experience, the customer loyalty and the productivity of your customer service department.
with the company. However, potential often remains untapped because agents are not provided with the right data and information at the right time to exploit this potential. Companies therefore need to use existing data about their customers for analytical purposes in order to personalize customer service and address customers personally.
With our extensive data knowledge, our experts can help you give your agents a holistic view of your customer and to increase your customer satisfaction and your sales, for example by developing concrete and customer-specific proposals for cross-selling and up-selling activities or an alert function when this customer is about to quit and therefore needs to be won back (e.g. with a free service or even a discount, depending of its painpoints).
Customer service is a function where a lot of data is collected from many different channels such as e-mail, telephone, social media or reviews on various platforms. Data that can provide information about how satisfied your customers are, how they feel about your company, what potential complaints they may have, and whether or not a customer is about to leave. Knowing this can make a huge difference if you want to stand out from your competitors.
Based on our expertise, we help you to centralize and analyze data from all sources of customer care, e.g. by a sentiment analysis or using the data for a churn analysis. The results can in turn be made available to your customer service department, but of course also to other departments such as sales or marketing, which can use them for targeted campaigns.
In today’s world, customers or prospects of a company expect an immediate answer to their question or an immediate solution if they have a problem. More and more people also prefer written contact. In addition, service agents spend much of their time answering the same questions over and over again, which does not really add value to the company. That’s why companies need to automate standard conversations to such an extent that customers are satisfied to receive quick help, but are not frustrated because they realize they are talking to a robot.
This is exactly where our experts can help you. Together we will find out which functionalities your chatbot should take over, whether it should be fully or partially automated, how the tonality should be and much more. Subsequently, we also take over the development of the chatbot on all current messenger platforms, its introduction and optimization.
To remain competitive and maintain a high level of quality companies need to improve the level of services provided after the sale. To drive efficiency in customer service department companies need to consider modern technologies like Robotic Process Automation (RPA). RPA improves business process efficiency by automating repetitive tasks that are time consuming, reduces errors and increases quality and compliance. Customer service agents can concentrate on more critical tasks that require decision-making.
With our experience in RPA implementation projects, we can support you on each phase of your RPA journey. We start identifying the right processes to be automated, we run a pilot with a first use case, then we implement the chosen solution, we deploy it and train the users.