Omnichannel Customer Service
An omnichannel approach for a seamless customer experience
Arvato provides contact centre solutions that enable our clients to effectively manage the on-going interactions with their customers.
Based on our experience in customer contact and data insights, we’re able to direct our clients’ customers to the most appropriate channel for any particular service, keeping cost per contact low while making it simple for customers to switch channels and get the right level of support.
Our knowledge-based front office service focuses on solving problems and providing value to customers; supported by optional outbound services to realise additional commercial opportunities.
Thanks to our international network, we can provide the following services on a 24/7 basis, covering multiple languages from various locations, depending on our clients’ business needs:
- Omni-channel customer service via e-mail, telephone, fax, webform, SMS/MMS, interactive voicemail, and online chat
- Social media monitoring and community forum management
- Retention, proactive complaint management
- Technical support, information and value-added services, back-office services
- Integration of CRM and customer service
- Connected customer service consulting and CRM
In addition, we help our clients achieve their overall sales and marketing objectives by offering ‘value add’ services including:
- Marketing activities
- Customer feedback surveys
- Proactive customer contact to protect reputation in case of technical issues, emergencies or PR crises
We’ve created a white paper on how brands can make the transition from multi- to omnichannel customer service, create a single view of the customer, and change technology, processes and people, to provide the highest possible customer experience. The paper also looks at how new technologies like Artificial Intelligence can lead to a more proactive approach to customer service.
Click here to download our white paper for free.
Chat at Arvato
Businesses are engaging with more and more customers through digital channels. In today's multi- and omni-channel mix, live chat is a great customer support channel that can lead to happier customers, increased conversions and a reduction in service costs.
Arvato's global chat capabilites include over 10 years of experience managing chats, helping 17 clients realise commercial opportunities through proactive chat and employing over 2500 advisors, who speak 23 different languages.
Living the brand
Our approach is to enhance brands’ relationships with their customers. To achieve this goal it’s vital that our customer service advisors ‘live the brand’, identifying strongly with the company they represent.
We work in close partnership with our clients to create a cultural fit and immerse our teams in the brands – through training, product experience and branded work environments. Where appropriate, we work with live video links to our clients’ headquarters to create a team spirit between our clients’ in-house and our teams and resolve customer queries quicker and more accurately.
This deep level of product or service knowledge enables our advisors to deliver a customer service that anticipates customer needs and exceeds expectations.
Enhancing customer experience
We develop solutions that put our clients’ customers at the centre; supported by intelligent technology and systems we gain valuable customer insights that enable our clients to deliver a seamless, high quality experience to their customers - across all channels.
Improving customer loyalty and brand advocacy
We don’t simply resolve queries, but anticipate customer needs and offer additional information or services which will help our clients delight their customers.
We have more than 15 years of experience in delivering CRM programmes for the UK automotive sector.
We have worked with leading players in the search engine, ISP, online retail, hosting and advertising sectors for more than 15 years.
We are happy to welcome Arvato on board and will work closely with them to ensure delivery of the high level of customer service that our customers expect.Sara Dunham, head of retail and direct channels, British Airways