Integrated Customer Contact
Integrated to Achieve Maximum Impact
Consumers and business customers have more choices than ever before to choose from when making a purchase decision. An exceptional customer experience is one of the best differentiating factors for a company in an otherwise capability-neutral environment.
Missed Opportunities Cost Millions
The opportunity cost of disparate communication channels throughout any stage of the customer lifecycle is extremely high. Research has found that over $80 million dollars is lost annually due to poor customer experiences created by:*
- Being trapped in self-confidence
- Forced to wait too long for service
- Representatives don't know their client's history and value
- Repeating continuously their needs
- No easy ability to switch between communication channels
Voice of the Customer
Using insights from data sources across your company, we can make sure your organization has an “outside-in” approach to knowing what your customers think, what they say, and how they behave. By applying the “voice of the customer” at all levels of your organization, our customer relationship management strategies create a company-wide, integrated approach that is actionable, and measurable.
Integrated Multi-Channel Solutions
Infinity Contact's integrated contact solutions provide your customers with the flexibility to:
- Start in voice self-service and transfer to a live agent
- Start on the Web and engage with a person using live chat or click-to-call
- Avoid long wait time using call backs
- Schedule appointments and receive SMS (text message) reminders that will allow your customer to easily call back if they need to reschedule
Our contact channels include:
- Phone: inbound, outbound, IVR automated self-service, message blasts
- Mobile: SMS text messages
- Real-time assistance: Live chat and click-to-call
- Direct Mail
*Source: Genesys 2009 – The Cost of Poor Custumer Service