Retention and Win-back Powered by Customer Experience Analytics
Dedicated to improving customer satisfaction and retention, the client partnered with a large BPO firm, but was quickly dissatisfied with the level of service and staffing. A change was needed. The client was looking for an innovative approach to improve customer experience and to win back trust, as well as a partner who would align with their own strategy and growth.
What We Did:
HGS developed a multi-pronged solution aimed at using our contact centers and innovation to better support customer experience and drive continuous improvement. By assessing processes, developing CSAT surveys and handling customer interactions, the team was able to provide the responsiveness and innovation required to create measurable change. DigiCX provided business support and response for franchisees, helping mediate contact with dissatisfied customers and providing timely service.
Consumer Interaction Services:
- 360,000 customer opt-ins for the CSAT surveys each year, providing valuable performance data and identifying areas for improvement
- Drastically improved 800# with 24-hour turnaround time on all questions and complaints for 25 million visitors in more than 14,000 retail locations
- CSAT improvement in areas of connectivity, responsiveness and brand support