Discovery, Design and Delivery

Customer Acquisition

INTRODUCTION

Improve your customer’s experience

We build value across all channels and leverage every customer touch-point to retain, grow and facilitate 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, customer loyalty to your brand by reimagining what looks great.

News and insights

WHAT WE DO

Setting up your CX strategy

CX Activity tools and checklists:

  • Conduct and analyse automated CSAT surveys and forums .
  • Identify churn rates and drivers.
  • Examine trends in support tickets, CPC/S data, ACD, FCR, AL, and SL.
  • Use AI approaches, machine learning and NLP to gain deep customer insights.
  • Pinpoint pain points, uncover opportunities, and eliminate hurdles.
  • Determine contactability and high sales propensity.
  • Use technology to understand customers and design metrics linked to KPIs.
  • Troubleshoot customer experience across all channels.
  • Track and report complaints, top call drivers, and average handling time (AHT).
  • Scrub and segment data for root cause analysis by age, location, or tenure.

PROVEN SUCCESS, OVER TIME

iSON Xperiences Case Studies

Vodafone • Telco
Inbound & Outbound

Discover how we boosted
efficiency by 2,054%

Shein • Fashion
Non-Voice Support

Discover how we boosted
efficiency by 2,054%

Electrolux • Appliances
Optimising Operations

Discover how we boosted
efficiency by 2,054%

Leading Bank • Finance
Conversational Ai

Discover how we boosted
efficiency by 2,054%

DELIVERY

Designing your 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

BENEFITS

Delivering a CX suite that wins business and builds loyalty

We integrate our Contact Centre, infrastructure,
and technology to:

  • Prioritise, initiate, and activate data collection and insights aligned with your business and customer objectives.
  • Execute campaigns and manage daily customer conversations.
  • Reduce CPC, increase FCR, improve AL and SL scores, eliminate NVAs, accelerate TAT, minimise AHT, and boost CSAT scores.

Deploy new technology and transform your digital strategy for a seamless customer experience, including:

  • Reducing average handling time without increasing IVR wait time or compromising service quality.
  • Offering asynchronous communication channels for continuous conversations across platforms.
  • Using rich messaging with video, images, and audio to enhance brand presence in customer interactions.

SERVICES

Customer Relationship Management

Choose iSON for CRM services to enhance customer satisfaction and loyalty with our expert solutions. Transform your customer relationships with us.

Customer Retention & Value Management

At iSON Xperiences, we excel in Customer Lifecycle Management (CLM), fostering long-term relationships and driving success with a seamless journey.

Omnichannel Management

At iSON Xperiences, we excel in Customer Lifecycle Management (CLM), fostering long-term relationships and driving success with a seamless journey.

Let's start a conversation

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