We’ve been supporting companies (startups through to global brands) to deliver an outstanding customer experience whilst controlling and driving costs down. Luke Todd leads this section of the business and has over 25 years experience as both client and now running an outsourcer so it’s safe to say we have the expertise you’re looking for.
We provide a range of services targeted at making sure you’re giving your customers the best possible experience of your business. This starts with the foundation that your teams, structure, processes, and insights that your customers are already giving you. We help you to build strong and dedicated teams that, in turn, will give your customers the service experience they expect.
Stress-free outsourcing/offshoring. You recognise that there are significant benefits to outsourcing your customer service centre. As experienced consultants who have worked with startups to some of the biggest brands, we can help to significantly reduce costs whilst retaining and driving customer service levels and customer insights. We offer a boutique outsourcing service, tailored to optimize customer service for digital brands.
Social Media is fast becoming the favoured channel for customers to contact companies. Are you ready? NO? Don’t worry, with decades of experience in Customer Service we’re the experts! Outsource your social media Customer Service to us, well handle it all! We’ve worked with companies like eBay, classifieds site, gumtree.com as well as Bizzby. We’re really amazing at it!
Mastering multi-channel. You’re using phone, web form and email as contact channels and know the costs associated are too high. Live chat and social media are high on your agenda to integrate, you can’t avoid it and you need to do it right the first time. We can help you implement the right CRM and live chat technology, select and train your teams and develop the right processes to enhance your ROI.
PS! We are also big fans of the idea of using Facebook Messenger or WhatsApp to really give your customers service at their fingertips.
How do we do it, you ask?
Understand where you are now. Need to know to how the process and collect feedback data from your customers? You need a full audit of your current feedback mechanisms, we can help.
Net Promoter Score (NPS) &Customer satisfaction (CSAT) Data Analysis. You’ve gathered the survey results and now you need to make sense of it. We turn the data into powerful insightful business-critical information. Understanding your customers’ feedback – Spotting trends and analysing its meaning is a function for your customer services team. This is the deciding factor to raise your NPS score. Leveraging your NPS data – NPS is the standard measure of customer satisfaction and loyalty. Leveraging the positive and negative data will help you build a customer-focused business.
We have a personal record of raising net sales by over 500k per annum, reducing costs by over £1m per annum and increasing CSAT scores by over 10% in just under one year!