Customer Experience and Customer Journey Support Solutions

We help you scale by providing outsourced capacity and expertise to handle customer interactions throughout the customer journey.

But we also automate and design repeatable processes that will make scaling efficient.

499,789

Customer Journey Experiences Delivered

Check out our customer journey support solutions

Your Support Team

Put a team of customer experience and customer journey support pros to work for you!

The great people we select to service your customers will fit your brand’s profile and align with the great customer experience you need to provide at every touchpoint.

We deliver multichannel customer and technical support, onboarding, product walkthroughs, courtesy calls, renewal follow-ups and more.

Customer and Technical Support

Helping users who need assistance or are having issues using your product is an important part of the customer journey. Help them with superior customer and technical support. Our team provides multichannel engagement by phone, e-mail, chat, remote access and social.

User Onboarding

Get your customer experience right from the get-go with an awesome onboarding experience. We help your users set up and ready to go, while reducing the friction often experienced when using a new technology.

Product walkthroughs

Learning about what a product can do and how to use it for maximum value is often one of the keys to customer journey success. We train your user on the A-B-Cs of using your product – and on the HOWs of taking advantage of more advanced functionality.

Courtesy calls or Surveys

Courtesy follows ups after certain milestones is a hugely important yet overlooked part of the customer experience. We’ll follow-up and call for you periodically, increasing your user’s brand loyalty and providing valuable feedback on your product.

Product Implementation or Configuration

Getting new technology set up the right way from the beginning can determine whether your customers experience frustration or delight from the start. We help your customers integrate and connect your product with other devices, applications or data sources, or simply configure advanced settings.

Operational Metrics Reporting

We are helping your customers move through their journey with your product – but how are they doing and how are we? We prepare a weekly dashboard with the most relevant productivity, CSAT, SLA and CS metrics you need to manage to, or those that work within the goals of your customer success operation.

Automation through Process

Our experts help you evaluate the state of your customer success operation, map your customer journey and design the right customer experience-building playbook as needed. From that playlist, we can then help you determine where and how it makes sense to insert our services -support, walkthroughs, follow-ups and others-, and execute a repeatable and predictable delivery of those services to your users.

Automation through Service Technology

We help you leverage technology to make your customer journey support operation efficient and scalable.

Infolink-exp will help recommend, set up, or augment your current toolset with the right technology for your operation. This includes cloud-based technologies for self-help, interactive/virtual agent guides, ticketing/case management, phone, knowledge base, social and other key tools needed for multichannel customer engagement.

Our customer journey solutions are omnichannel and designed for technology and IoT companies. Our automation through both process and service technology enable our experts to help you achieve CX success.

Customize Your Customer Journey Solution

Customer Experience Outsourcing for IoT Companies

Plans built for every team Here we go:

Your Support Team
Starting at$2,750/mo.
Qualified resources
Knowledge transfer (product and process)
Service manager (shared)
Basic operational reporting
Redundancy
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Services:
Technical Support, Order Support, Customer Onboarding, Customer Training, Product Implementation/Configuration, Courtesy Calls

Your Support Team Add-Ons:

Support Team Training Plan Add-On
Identify content • Structure Plan • Execute Plan

CSAT Rating Add-On
Identify content • Structure Plan • Execute Plan

Quality Assurance Add-On
e-mail and phone audits • QA metrics per agent and summarized • Actionable feedback to team

Customer Success Evaluation
$2,500+ travel expenses
2 Days Onsite + Report Development
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Deliverable: Issues and Alignment Report
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Meet with executives, managers, CSMs and stakeholders from other departments to discuss what is and isn’t working, customer perceptions, CS challenges, tools and team members. Side-by-side meetings with CSMs are recommended as a part of the evaluation. After the 2 days of assessment we will provide a summary report that includes recommendations for improvement.

Customer Journey Mapping Session
$2,000+ travel expenses
4 Hours Online or Onsite + Playlist Development
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Deliverable: Customer Success Playlist
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In this interactive session we work with CS leaders and reps to design the optimal customer journey and map customer success plays to each stage. Ideally this session includes leaders from teams like sales, support and marketing to help develop handoffs. After the session we will provide a playlist and template that can be used to develop a customer success playbook. The Customer Success Evaluation is recommended prior to this session.

Customer Success Playbook
$12,000+ travel expenses
3-4 Weeks Onsite and Online + Playbook Development
Deliverable: Customer Success Playbook
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This project includes online and onsite work to build a custom playbook for your customer success organization. Activities include review and evaluation of current materials, documentation of existing processes, development of new plays and validation with stakeholders. Up to 40 plays are included; additional plays and team enablement activities can be added for an additional charge. The Customer Success Evaluation is recommended prior to this session.

Choosing Infolink to supply outsourcing services to Motive was and continues to be a great decision. Besides the great value and the talent of his consultants, Infolink is managed with integrity and honesty. He and his company are quick to serve, nimble, responsive, a pleasure to do business with.

Aramis AlvarezVice President of Motive Inc.

I think there is no question that, in general, Infolink is head and shoulders above the quality and reliability that we’ve had in the past with outsourced support providers. This is partly attributable to the quality of the team members, but also very much attributable to the management/oversight of the engagement (on *both* sides).

Garrett ChristianCo-founder and CTO, TerraDotta

Ana, I’d like to personally thank you for driving the entire team. You have been timely incredibly meticulous and thorough, and overall a joy to work with. Your presence on this project gave me peace of mind that no one else could have given. Seriously, not many people have that combination of qualities.

BitaSpecial Project Coordinator, IoT startup, Palo Alto, CA.

Eli provided a remarkable and notable level of support for my complex and very difficult inability to connect my August doorbell security system to my new NetGear Nighthawk X10 router.

He showed an exemplary level of professionalism, intelligence, patience and knowledge in successfully winding me through multiple possible solutions in connecting.

He truly represents the best of August’s great products and customer assistance.

BobEnd User

I spoke with one of your reps, Yolanda. She was very pleasant and determined to solve my issue. By-the-way make sure you let her know how good of a CSR she is. When I experience good customer service, I email in.

MatthewEnd User