Why do you talk about the Customer Experience and how is this related to the services you provide?
The right customer experience must be at the center of everything you do for your end users. Therefore, the delivery of customer care/support must be completely aligned with that, from the services you provide, to the kind of expert agents need to be selected, how they’ll be trained, which technology tools they’ll use, etc.
What are the benefits to my company of using your solution?
We are all about helping you scale your operations affordably, orderly, successfully, and flexibly, delivering a superior customer experience and increasing your customer retention. That is what you get.
What are some of the products and companies you support?
Some of our clients include well known brands in the consumer IoT space. Other technology clients include growing B2B SaaS players and consumer software.
Would I lose control of the interaction with my user?
No. Our partnership model is based on a close collaboration, where you are intimately aware of everything we do as your customer support partner with respect to your users. This is not an arms-length relationship and should not be if the customer experience delivered is to be completely consistent and seamless.
How does your solution impact our product’s adoption by our customers and the retention of those customers?
We believe that adoption and retention are both a function of delivering a superior customer experience. Unlike support outsourcers, we work with you from the perspective of Customer Success, throughout the customer journey. Consequently, we help you deliver services that will help you ensure the success of your customer, including demos, on-boarding, user training, technical support, proactive outreach and others. When done well, these services will raise the level of engagement, improve adoption and reduce churn.
What are some of the customer care or support services I could deliver to my users through your solution?
Services include order support, technical support, on-boarding, product consultations, user training, configurations, proactive outreach, and other value-added or premium services.
What are the main issues you help my company address?
Consistent delivery of a winning Customer Experience, scaling your customer operations augmenting your team, extended coverage, foreign language support, new channels or services) and identification of new insights and valuable opportunities through our customer and product analytics solutions.
Can you talk of any specific success stories?
We have helped both small B2B SaaS companies and large software and IoT companies deliver exceptional customer care experiences to their users. Our organization has delivered 100s of thousands of service and support sessions with 4.9/5.0 CSAT and 9.8/10 Willingness-to-Recommend ratings. We have helped our clients scale by putting together sizable teams of up to 100 trained, productive support agents in a matter of weeks.