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Customer Xperience

Management

Discovery, Design and Delivery

Our end-to-end Customer Xperience management services come with our fully-fledged digital transformation capabilities.

Customer experience

Services » Customer Lifecycle Management » Customer Xperience Management

Introduction

Discovering your complexities and opportunities to improve your customer’s experience

Customer Xperience is at the forefront of our interventions, ensuring we deliver service xcellence, reduce churn, grow your client base, retain your customers, up-sell and cross-sell, all the while focusing on increasing your Customer Lifetime Value. We are resolute in delivering a flawless Customer Xperience at a much-reduced cost, supporting you to achieve your beacon metrics.

Keywords

journey | handling | support | mapping | loyalty

Contact A Product Expert

[email protected]

Estimated Read Time

5 minutes

To determine your Customer Xperience (CX) strategy,
we use a variety of insight driven tools to:

Conduct and analyse automated customer satisfaction (CSAT) surveys and forums across multiple touchpoints spanning the customer journey

Identify the rate and drivers of churn

Interrogate customer support ticket trends, call per customer/subscriber (CPC/S )data, Automated Call Distribution (ACD), first call resolution (FCR), Answer level and Service level (AL and SL)

Leverage machine learning, natural language processing, deep learning, reinforcement learning, and other emerging Artificial Intelligence (AI) approaches to acquire accurate and expansive customer insights

Pin-point pain points, uncovering opportunities and eliminating hurdles in the customer journey, including Team Leader or Supervisor call backs

Determine “contactability” and high propensity for sales

Apply technology to gain a deeper understanding of your customers and design metrics to measure their xperience quality, with a robust link to your Key Performance Indicators (KPI’s)

Troubleshoot your Customer Xperience across all channels

Track and report complaints, top call drivers and average handling time (AHD)

Scrub and bifurcate data to identify route cause analysis by segments like age, location or tenure

Designing your Customer Xperience (CX)
strategy for continuous improvement

We apply your Customer Xperience insights to:

Develop a detailed customer journey map
Recommend actions you may take to prevent churn, improve retention, generate leads and grow your customer base.
Design a complaints handling solution to put things right
Craft solutions to the problems identified from troubleshooting to correct issues
Create relevant digital content

Delivering a future-proof Customer Xperience (CX) suite of
offerings that wins business and builds loyalty

We integrate our Contact Centre, expansive infrastructure and advanced enabling technology solutions to:

Prioritise, initiate and activate data collection, analysis, and insights aligned to your clearly stated business and customer objectives

Execute campaigns and handle your day-to-day customer conversations

Reduce call per customer (CPC), increase first call resolution (FCR), improve Answer Level (AL) and Service Level (SL) scores, eliminate Non-value Adds (NVA) in the customer conversations, accelerate Turn Around Time (TAT), minimise Average Hold Time (AHT), improve Customer Satisfaction (CSAT) scores

Deploy new technology, and transform your digital strategy to make your Customer Xperience seamless and savvy, including:

Reduction of average handling time without reducing wait time on Interactive Voice Response (IVR), and/or compromising quality service, so that waiting time is not the reason your customers leave you

Offering your customer’s asynchronous communication channels directed away from voice with an ongoing conversation across channels versus a start-stop journey between agents and customers

Rich messaging design to integrate video, images and audio to amplify your brand presence and recognition in all of your customer conversations

Automated Debt Collection Capabilities

Explore iSON Xperiences self-help Chatbot for automated debt collection. The debtor has various options, for example to Make a Payment, Make a Payment Arrangement or to speak to a Live Agent.

REQUEST A CALLBACK

QUOTE

“Building a good customer experience does not happen by accident. It happens by design.”

Claire Muscutt

Recommended Content

We recommend exploring our additional blog posts, case study and press release content.

To learn more about iSON Xperiences contact a regional expert today

Leave your contact information in the box below and our team of experts will get in touch with you. Your information will be used for internal purposes only and will not be shared with any parties outside iSON Xperiences.

Company Size

1 - 100 101 - 500 501 - 1000 1000 - 5000 Above 5000

Customer Xperience

Management

Discovery, Design and Delivery

Our end-to-end Customer Xperience management services come with our fully-fledged digital transformation capabilities.

Customer Xperience Management

Customer Xperience Management

Keywords

journey | handling | support | mapping | loyalty

Contact A Product Expert

[email protected]

Estimated Read Time

5 minutes

Introduction

Discovering your complexities and opportunities to improve your customer’s experience

Customer Xperience is at the forefront of our interventions, ensuring we deliver service xcellence, reduce churn, grow your client base, retain your customers, up-sell and cross-sell, all the while focusing on increasing your Customer Lifetime Value. We are resolute in delivering a flawless Customer Xperience at a much-reduced cost, supporting you to achieve your beacon metrics.

To determine your Customer Xperience (CX) strategy, we use a variety of insight driven tools to:

Conduct and analyse automated customer satisfaction (CSAT) surveys and forums across multiple touchpoints spanning the customer journey

Identify the rate and drivers of churn

Interrogate customer support ticket trends, call per customer/subscriber (CPC/S )data, Automated Call Distribution (ACD), first call resolution (FCR), Answer level and Service level (AL and SL)

Leverage machine learning, natural language processing, deep learning, reinforcement learning, and other emerging Artificial Intelligence (AI) approaches to acquire accurate and expansive customer insights

Customer Xperience Management

Pin-point pain points, uncovering opportunities and eliminating hurdles in the customer journey, including Team Leader or Supervisor call backs

Determine “contactability” and high propensity for sales

Apply technology to gain a deeper understanding of your customers and design metrics to measure their xperience quality, with a robust link to your Key Performance Indicators (KPI’s)

Troubleshoot your Customer Xperience across all channels

Track and report complaints, top call drivers and average handling time (AHD)

Scrub and bifurcate data to identify route cause analysis by segments like age, location or tenure

Designing your Customer Xperience (CX)
strategy for continuous improvement

We apply your Customer Xperience insights to:

Develop a detailed customer journey map
Recommend actions you may take to prevent churn, improve retention, generate leads and grow your customer base.
Design a complaints handling solution to put things right
Craft solutions to the problems identified from troubleshooting to correct issues
Create relevant digital content

Customer Xperience Management

Delivering a future-proof Customer Xperience (CX) suite of
offerings that wins business and builds loyalty

We integrate our Contact Centre, expansive infrastructure and advanced enabling technology solutions to:

Prioritise, initiate and activate data collection, analysis, and insights aligned to your clearly stated business and customer objectives

Execute campaigns and handle your day-to-day customer conversations

Reduce call per customer (CPC), increase first call resolution (FCR), improve Answer Level (AL) and Service Level (SL) scores, eliminate Non-value Adds (NVA) in the customer conversations, accelerate Turn Around Time (TAT), minimise Average Hold Time (AHT), improve Customer Satisfaction (CSAT) scores

Deploy new technology

Deploy new technology, and transform your digital strategy to make your Customer Xperience seamless and savvy, including:

Reduction of average handling time without reducing wait time on Interactive Voice Response (IVR), and/or compromising quality service, so that waiting time is not the reason your customers leave you

Offering your customer’s asynchronous communication channels directed away from voice with an ongoing conversation across channels versus a start-stop journey between agents and customers

Rich messaging design to integrate video, images and audio to amplify your brand presence and recognition in all of your customer conversations

Deploy new technology

Automated Debt Collection Capabilities

Explore iSON Xperiences self-help Chatbot for automated debt collection. The debtor has various options, for example to Make a Payment, Make a Payment Arrangement or to speak to a Live Agent.

REQUEST A CALLBACK

QUOTE

“Building a good customer experience does not happen by accident. It happens by design.”

Claire Muscutt

Facebook-f Twitter Icon-linkedin Instagram

To learn more about iSON Xperiences contact a regional expert today

Leave your contact information in the box below and our team of experts will get in touch with you. Your information will be used for internal purposes only and will not be shared with any parties outside iSON Xperiences.

Company Size

1 - 100 101 - 500 501 - 1000 1000 - 5000 Above 5000

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Leave your contact information in the box below and our team of experts will get in touch with you.

Company Size

1 - 100 101 - 500 501 - 1000 1000 - 5000 Above 5000

DROP YOUR DETAILS

We'd love to hear from you

Leave your contact information in the box below and our team of experts will get in touch with you.

Company Size

1 - 100 101 - 500 501 - 1000 1000 - 5000 Above 5000