This client, in the midst of a significant merger, sought a partner to help them create a next generation Consumer Affairs program. The client wanted to foster a much improved customer experience, delivering measurable improvements to brand advocacy, loyalty, and ultimately, to corporate earnings.
Specifically they were looking for a partner that could quickly:
• Improve brand equity and value through world class service; focusing on first call resolution and extended hours of operation
• Provide insight to support the improved consumer experience through strong data analytics and business excellence programs, and leveraging a first-rate quality management, monitoring, and reporting infrastructure
• Better unify email, chat, and white mail channels with integrated processing using competitive service levels
• Improve revenue across the service function through professional upselling/cross-selling growth methods