A consultative approach that delivers success
Our consultancy teams work closely with you to place your customers front and centre, extend and simplify service delivery, grow revenue and provide premium experiences across the customer journey.
We focus on developing an in-depth understanding of your customers, taking insight from every conversation across every channel. This enables us to systematically analyse the reasons why customers are getting in touch and transform services and channels to reduce contact volumes. It also allows us to build a single view of your customers, so that we can tailor and optimise each touchpoint to ensure a seamless, consistent and personalised experience.
We direct customers to the most appropriate channel for a specific service, reducing cost-per-contact and ensuring each customer gets the right support.
Our experienced consultants provide a range of services, including:
- Customer journey design - learn more
- Channel and location strategy development
- Social media customer service strategy development - learn more
- Delivery design and modelling
- Workforce management review and optimisation
- Service delivery automation - learn more
Understand your customers’ journey
We look at each consumer interaction and build a single view of the customer to help you optimise your services
A tailored strategy for each customer touch point
We help you use in-depth insight and analytics to develop channel strategies that meet customer needs at each interaction
We are working with a client to automate more than 20 processes, reducing cost per transaction by up to 80 per cent
We have introduced web chat for a leading high street retailer, helping to improve customer experience and average handling time times across the one million customer contacts they receive every year
Our white paper discusses four key strategies that manufacturers can implement to adapt to digitalisation and deliver an outstanding customer experience that builds loyalty and creates value for the consumer.