Customer Service

We implement a methodology that highlights the impact of an improvement on the experience model and service promise across the four most important dimensions of your organization

People
Internal and external customers´communication
Technological and physical infrastructure
Processes

Our products and services within The Experience Model and Customer Service are:

Design of an Omni-channel experience model segmented for your customers

We guarantee consistent experiences, maximizing profits and with an adequate customer attention, effective, and immediate interaction across the different contact channels of your company

Channels´ metrics definition and management (website, contact center, social networks, face-to-face sales points)
Costs estimations and efficiency per channel
Definition of campaigns
Defining and structuring of a customer interaction omni-channel model based on the strategies and values of your company
We identify challenges within the customer service area and quantify customers’ cancellation rates, striking the root cause.

Design the Customer Journey and indicators relevant to the customer

We base our models in the Customer Journey definition to detect customer moments of truth during their interaction across the different communication channels:

Description of activities by process and customers´ frustration points with the company
Measurement of satisfaction (qualitative and quantitative), customers´experience and loyalty
Design of optimal balance scorecard and measurement of employee satisfaction
Annual Estimation of training plan costs and of staff training time

Reach all interactions from the attraction and interest generated by marketing, discovery, purchase, use, customer service and even the loss, regardless of the channel through which they occur. Its scope is integrating, uniting the business around the client’s vision.

Loyalty cycle

Are your customers leaving? Do you know why? We base our model in cost-effective strategies, product of the understanding of the company’s CRM management.

We support your customer management in the following processes:

Model of customer retention - Products and services according to the needs of the customers
Definition of customer loyalty cycle
Processes implementation for reactive and proactive customer retentions according to the needs of the company analyzing cancellations reasons and developing action plans

Design of customer service, contact center and complaint management areas aligned to your business model

We work proactively in order to improve the internal processes of your organization to ensure that the areas with face to face contact with customers operate adequately.

Designing and building of adequate after-sale service management, including information, concerns, complaints, petitions, and prevention proactive activities.
Designing, training and analysis of Customer Service Areas integrated into the corporate strategy and its orientation toward the customer
Designing and implementation of MIS
Designing and building of vital indicators and monitoring areas
Designing and building of customer-facing processes, including capacity estimates, implementation of monitoring committees for detection and improvement of processes based on the decline of the indicators of Petitions, Concerns and Complains
Automation of repetitive tasks

Organizational culture centered on the client

We encourage experiential spaces of innovative interaction and successful practices with customer experience and omni-channel in various formats, where our customer can learn about projects conducted by several companies in the country’s economic sectors.

Our main objective is to promote and encourage the creation of value promise and service for the customer, through:

Experiential workshops
Hands-on workshops
Panels

Training in Customer Service

We guide the processes and attend the needs on your enterprise with training programs 100% effective:

In-service training
Customer service employees certification or skills and knowledge assessment
Service culture:
This is me
Senior managers´ awareness creation as well as for people with contact with customers

Grupo Laera Ltda

Avenida carrera 9 N 113 – 52 OFICINA 1901

info@grupolaera.com

+571 4863358 | +573164826523