Customer Service Management.

Every interaction matters

When it comes to customer perceptions, every interaction counts. Basic tasks need to be effortless, frictionless and fast; for more complex enquiries, customers want to get through to a knowledgeable adviser, without getting caught in menus and multiple choices. Optimising the experience involves both technology and expertise: our team can deliver both.

Optimising the path from request to resolution.

Drawing on the experience and skills of the Connect team, we focus on improving every step of the service pathway. That begins with guiding customers to the right channel for their request, then identifying how to use automation and other tools to make the process as smooth as possible. We’ll work with you to define the optimal workflow, then configure and deploy the right technology to make it a reality.

Trusted experts with ServiceNow CSM.

For an increasing number of clients, the technology at the heart of better service is ServiceNow Customer Service Management. A robust suite of applications built on a cloud platform, ServiceNow CSM can radically transform how you communicate with your customers and is proven to reduce customer resolution times by 70%. As certified ServiceNow partners, we can help you select the right tools from the ServiceNow platform and integrate them with existing solutions to deliver optimal service.

Proactive service, fully integrated.

Great customer service means not waiting for customers to request something – but being proactive. When there’s an issue that could be affecting customers, organisations can take action: putting in place automated responses at speed to deflect contact and ensure that customers with other concerns are prioritised. We can ensure your operations can be adapted rapidly and proactively as issues emerge, to create truly context-aware contact centres.

Learning from every interaction.

The best source of insight into what’s concerning your customers is the actual interactions they are having with your frontline teams and systems. Using tools like Calabrio, we can help you analyse what customers are saying and why; spotting patterns in interactions so you can reallocate resources on the fly through workforce optimisation – and keep agents informed about what’s happening, to deliver a better experience. 

Guiding your transformation.

Whether you want to explore how automation can enhance the customer experience, optimise your use of service channels or increase the agility of your contact centre resources, we can help. Get in touch to discuss your needs.

Find out how we can help your business communicate better.

Whatever your communications need, let’s talk.

Connect with us.