Customer Care

Communicate with your customers through their preferred channel: chat, voice/IVR, email, social media, SMS, Facebook Messenger, in-app messaging, and web self-service. 

Customer Care

More people using more tools more often means more is expected from service agents. Contact center agents are the ‘faces’ of the clients because, for the end user, the person on the other end of the phone or chat or email represents the brand. We have developed a thorough means of understanding the Voice of the Client, using CSAT and DSAT analysis plus other tools.

We were an early adopter in live chat, initiating the channel in 2002. It has since grown in popularity among clients and in preference by consumers. Pro-active chat picks up where bots end; studies show that consumers would rather interact with live agents than with automated chat programs.

Our operations are built to meet the changing expectations of how service should be delivered.

Mobile

More contacts for support will originate from mobile devices

Social Media

This channel has high retention value, plus it’s where consumers live

Work-from-Home

Remote work and remote customer service agents

Routing

Balancing the increasing complexity of technology with the consumer’s desire for first-call resolution

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