Organisations understand that every touchpoint with a customer is an important opportunity to strengthen their brand, deepen loyalty, expand the relationship and encourage a sale. But many do not have the in-depth insights, technological capabilities and streamlined processes to maximise their potential.
Our innovative customer service solutions enable you to provide a consistent, high quality customer experience across all channels, whether via phone, email, web, social media or mobile apps. By automating and augmenting processes you can improve response times, while our in-depth analytics give your customer service representatives the insights they need to personalise interactions and proactively reach out to your customers to encourage sales and engagement with your brand.
Your Challenges. Our Solutions
As markets become more competitive, customer acquisition is becoming harder. We use analytics, web chat and social media to help agents proactively reach out to customers and have the right conversations at the right time.
Managing Multiple Contact Channels
With customer data and contact channels increasing, this often results in a disjointed customer experience. Our 360-degree view of the customer solution creates a consolidated view, to help deliver a seamless service and maximise interactions
Retaining & Engaging Customers
High quality customer service not only builds trust, it also increases loyalty. Our analytics and social media engagement solutions allow you to provide meaningful experiences, by treating each customer as an individual.
Cross Selling & Upselling
People tend to respond well to meaningful offers that solve their problems. We use analytics to understand consumer behaviours and train our agents to ask the right questions throughout the customer journey.
Leads worth £2.6 million generated annually for Groupe Renault
Times conversion rate increased by introducing 360-degree view of customer for an e-ticketing firm
Per cent of sales leads came through newly introduced web chat for Groupe Renault
Customer contacts handled annually for a high street retailer
Our Services. Your Way.
We use our combination of industry expertise and own proprietary research to support you with understanding customers’ behaviours and tackling the challenges ahead. From creating a transformation strategy to customer journey mapping we help you stand out from the competition.
Our experience managing social media customer service for some of the world’s biggest brands means we know how to protect your reputation, turn negative interactions into positive experiences and identify opportunities for upselling.
Our 360-degree view of the customer solution allows you to create a consolidated view of each customer. By leveraging AI, we provide service agents with next best actions, so they can deliver powerful personalisation and maximise each interaction.
We create personalised loyalty programmes to match your needs. Our highly qualified agents generate quality leads through proactive web chat, shopping cart abandonment outreach and social media engagement strategies – contacting your customers with meaningful and timely offers.
We design, deliver and differentiate customer service for the world’s leading brands. This includes leveraging the latest technology and fully immersing agents in your company culture, to create a high quality, scalable solution that reduces customer effort.
Whether it is deploying our ProcessAutomate RPA solution or chatbots to provide quick answers, we have the tools to transform your processes. We also use AI and analytics to enhance agents’ capabilities.
Customer service 2027: How automation, RPA and AI will transform the way that companies deliver customer service over the next decade
Our white paper takes an in-depth look at how the development of new technologies will transform customer service, reviewing how it could potentially impact both businesses and the contact centre workforce, over the next ten years.
Premium brands need premium customer service: creating a single customer view in an omni-channel world
Our whitepaper outlines the importance of collating and aggregating customer information from multiple channels and presenting it in a single, easy-to-use format to create personalised, premium experiences.
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