Win, Engage & Retain Customers

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

Customer Acquisition

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.

3500

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

1200000

Customer contacts handled annually for a high street retailer

Our Services. Your Way.

Consulting

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.

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Social Media Customer Service

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.

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Single View Of The Customer

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.

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Acquisition & Retention Campaigns

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.

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Customer Service

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.

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Automation, AI & Agent Augmentation

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.

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Who we work with

Spokesperson at leading French multinational automotive manufacturer

Read Our Client Case Studies

Our Industry Insights

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.

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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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The ultimate guide to social media customer service for automotive brands

Our guide provides tips and strategies to help you fine tune your customer service via social media to improve the customer experience, maximise brand loyalty and grow market share.

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