Making Customer Support Experience a Value Proposition

Customer support experience is usually the single most important factor in defining a customer's perception of a product or service. Today, the increasing volatile and disruptive nature of businesses demands that customers support and service teams are always at their best when addressing any issue, regardless of its criticality.

Some of the world’s most successful and innovative companies thrive just because the customer service solutions they bring have a value-focused approach. They consistently invest in programs that improve their abilities to execute value-generating activities. Using data analytics, such organizations elevate customer experience to an above-industry level and realize value through multiple ways such as fraud prevention, timely redressal of customers’ concerns, and improve customer relationship

 

Building Blocks

 

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Business Imperatives
  • Understanding lifestyle factors to improve product/service pricing
  • Customer satisfaction and brand perception
  • Targeted marketing and promotion
  • NPS and brand/product advocacy benchmarking