Customer Support Strategy
We design, build and implement customer support solutions and organizations that operate as pro-active, 24/7 revenue centers across all channels. We pursue issue prevention, deflection through self-service and emphasize critical human experiences.
What we do
Customer Support Process Design
- Current process benchmarking and assessment
- Service agent time spent analysis
- Objective setting workshop
- Future state process design
- Future state process validation
- Time saved and ROI analysis
Support organization Design
- Org chart (re-)design
- KPI & Performance metrics
- Operating model design
- Staffing workload analysis
- Staffing model redesign
- Job Description design
- Incentive scheme design
Technical Design
- Technical capability analysis
- Technical architecture AS-IS assessment
- Salesforce performance analysis
- Technical architecture TO-BE design
Customer pain-point analysis
- Customer support case analysis
- IVR and chatbot pain-point analysis
- NPS analysis
- Recommendations on improving support experience
Customer support strategy
- Case management design
- Agent management design
- Customer experience management design
- Customer feedback strategy
- Customer self-help design
Customer self-help strategy
- Customer self-help capability assessment
- Help-center strategy
- Knowledge article assessment
- Chatbot setup
- IVR flow design
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