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WANT TO UNDERSTAND YOUR CUSTOMERS BETTER?
DIAGNOSING YOUR CUSTOMER CONTACT IS THE FIRST STEP TO AN EFFECTIVE SERVICE STRATEGY
WHAT OUR CONTACT DIAGNOSTIC SERVICE DOES
Our unintrusive, simple to use customer contact diagnostic helps businesses do 3 things...
1
UNDERSTAND THE FAILURE POINTS IN THE CUSTOMER JOURNEY
2
ASSESS THE COST & OPPORTUNITIES OF SERVING CUSTOMERS IN YOUR BUSINESS
3
SET UP THE RIGHT FIT CHANNELS TO SERVE CUSTOMERS
WHY DIAGNOSE YOUR CONTACT?
Having a full understanding of why your customers contact you will help you serve both your current loyal customers, and new customers more effectively.
OPPORTUNITY
FAILURE
SELF-SERVE
Contact that customers experience frequently with multiple businesses, and are happy to do quickly on their own
Contact that should be removed through a targeted, cross-functional programme
Contact that can be grown strategically, leveraging sales & loyalty opportunities
OPPORTUNITY
FAILURE
SELF-SERVE
HOW OUR CLIENTS HAVE USED OUR CONTACT DIAGNOSTIC SERVICE...
CREATED A NEW CHANNEL MANAGEMENT STRATEGY
INTRODUCED A CHAT-BOT TO SUPPORT SIMPLE QUERIES
BUILT A BUSINESS CASE FOR A SALES TEAM
USED AS A MORE EFFECTIVE KPI SYSTEM
ABLE TO BETTER PRIORITISE CX IMPROVMENTS
READY TO GET STARTED WITH YOUR CONTACT DIAGNOSTIC?
OR
DO YOU WANT TO KNOW A BIT MORE ABOUT HOW WE DO IT?
HOW IT WORKS
Here are our 3 steps to how we deliver the contact diagnostic service...
1
-
GATHER DATA
-
ALIGN ON FORMAT
-
AGREE PRESENTATION
2
3
-
RUN ANALYSIS
-
EARLY REVIEW
-
RUN AN ITERATION
HANDOVER THE RESULTS!
MORE
DETAILS
DETAILS TO NOTE
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Our service can be used in most CS systems & free text
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We use enterprise tools like Microsoft & AWS to analyse the data
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The artefacts we create for you are yours to keep
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It usually takes about 2 weeks to complete the process, with 5-8 days effort
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