In today’s rapidly growing tech savvy era, clients want to be more in control and aim at instant gratification. Whereby, brands are focusing their attention in developing omni-channel strategies in enhancing brand experience and craft a long-lasting customer-centric relationship. What’s more, digital natives find it agitating when having to repeat the same information over the interacting channels with a customer service advisor.
Therefore, an omni-channel based approach ensures a smooth transition from one channel to another, by collecting the data gained in every interaction across various channels. This single screen incorporation of data provides customer service advisors with a holistic view of the customer journey. Consequently, they are able to provide personalized services without having to switch systems. An imperative to this stands a reduced average handle time, a higher first contact resolution and a long-lasting value!
According to Gladly Software Inc, 77% of customers tend to recommend a brand that offers
personalized service and 86% expect that the brand already recognizes
their interaction as they switch from channel to channel.
At SPEEEX LLC omnichannel customer service is defined as a network of highly qualified individuals, processes and technology synthesized in delivering a seamless CX. Its holistic methodology includes:
a) Organizational Culture; An avid importance is given to the recruitment and training of the right individual profiles and empowering them towards a supportive CX service. Our carefully crafted BPO educational platform SPEEEX Education stands as an interlinked bridge among the motivated youngsters and their future career as a CX advisors.
b) Process Flow: The following is an imperative to operational excellence, by utilizing workflow map, quality management systems and business process improvement (BPI). The latter is characterized by a lean method towards re-engineering.
c) Technology: With an integrated CRM collaboration platform, SPEEEX LLC has integrated an end-to-end solution that equips its CX advisors with skills necessary in delivering top-notch results such as; data driven decision making, proactive analytics, detailed statistical reporting etc.
As a global Business Process Outsourcing provider, SPEEEX LLC has fostered an organizational culture distinguished by continual improvement, thus, partnered with iconic brands in delivering high-touch CX solutions!