By Steve Brubaker, InfoCision Chief of Staff
The customer service landscape has never been more complex, or fragmented, than it is today. Customer needs, attitudes and preferences can change by the hour from something as simple as a viral video, a breaking news item or an online review. News, after all, travels incredibly quickly these days.
From a customer care perspective — as well as product, sales and marketing — this creates a tough challenge. Businesses must stay on top of these ever-changing customer patterns, and capitalize on opportunities before their competitors do. And it’s not always easy to tell which patterns are worth paying attention to.
Suffice to say, it takes a great deal of research and analysis to understand what customers really want. And most contact center managers that we speak with today are too busy overseeing the minute backend functions of their department to find the time to devote to this critical process.
As such, big picture planning often goes completely neglected in the contact center. While businesses in this situation often consult with large contact center providers for assistance, they are usually disappointed with the results they experience.
Here at InfoCision, though, we take a much more comprehensive approach to customer service than some of our larger competitors. We will spend a great deal of time getting to know your customers, and we will use detailed market intelligence to help you form effective customer care and branding strategies that will resonate with your target markets. Then we will help you plan and execute individual campaigns, and we’ll even launch them right from our own onsite facility.
Your business will receive:
- Guided messaging: The scripts you use in your contact center must be regularly reviewed and assessed for quality and accuracy. We provide high quality script writing services that will keep your customers’ messaging on point. This will save your team valuable time, and it will help ensure stronger results during customer interactions. Script writing can also come in handy during emergencies, when you need to respond quickly.
- Less wasted time: Our market-focused approach to customer care can help you zero-in on specific demographics when you need to.
- Legal expertise: We have access to on-site legal experts, which are available on an as-needed basis. This helps us move projects along quickly and safely, as we help our customers stay in compliance with industry regulations and best practices.
- Ongoing feedback: Because customers never stop changing, our team never stops working. We provide ongoing performance feedback in order to keep customers in the loop and to show how we are helping to grow their business.
So as you can see, the type of services that we offer are a bit different than what you will find with other providers. To learn more about them, contact us today.