Customer Service Models & Experience
We implement a methodology that highlights the impact of improvement in Experience Models and Value Promises across the four most important dimensions of organizations
Internal and External Customers Communications
Technological and Physical Infrastructure
Our Products and Services within Experience Models and Customer Services are:
Design of an Omni-channel Experience Model Segmented Customers
We guarantee consistent experiences, maximizing profits and with adequate and effective customer attention, 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).
Efficiency and costs estimation per channel.
Definition and implementation of customer interactions in a Omni-channel Model based on the strategies and values of your company.
We identify challenges within the Customer Service Area of organizations, and quantify customers’ cancellation rates, striking and their root cause.
Design the Customer Journey and Metrics Relevant for Customers
We base our models in the Customer Journey definition to detect the customer moments of truth during their interaction across the different communication channels:
Description of activities by process considering the customers’ frustration points with the company.
Measurement of satisfaction (qualitative and quantitative), customers’ experience and loyalty.
Design of optimal Balanced Scorecards and measurement of employee satisfaction.
Annual Estimation of training plan costs and of staff training time.
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 customers.
Definition of the 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 Customers 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 have face to face contact with customers operate adequately.
Designing and building of adequate after-sale service management, including information, concerns, complaints, petitions, prevention and 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 implementation 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.
Training and Coaching to achieve a Customer-Centric Culture
Training plans for telephone, face-to-face or technical support services on digital platforms. We include an online training support tool integrated with your collaborator’s performance indicators that allows you to establish improvement goals in individual or team services.
Our main objective is to promote and encourage the creation of value promises and services for the client, through:
Consulting and Online Advisory
Our specialists will help you solve challenging service questions that probably have not been answered for a long time, to make decisions that have been postponed for months due to lack of data and to define the scope, the required phases and the size of the Experience project that your company needs.
Structuring a Customer Experience Project
Consistency in service through formal contact channels
Customer Service Model