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.
How long does it take to get started?
Depending on the product and size, a time frame of 3-8 weeks is typically sufficient to roll-out an operation and start seeing results.
How do you differentiate between ‘outsourcing’ and ‘partnering’?
Outsourcing implies that an external party or company takes over a certain function of your operation. In the case of the companies we serve, that’s simply not feasible. For one, the customer support function (as well as the other customer success services) is absolutely critical to their success, something companies absolutely cannot abdicate. For many companies, the service has become the product and vice versa, and customer care is an integral part of it. It cannot be treated as an isolated function. Customer care for these types of companies requires a partnering approach, where we will work with the company hand-in-hand to deliver a consistent, unified customer experience across all touch points.
How does Infolink-exp define success in a partnership? How is this aligned to the client’s success?
We define success by the sustained growth of our clients based on the delivery of a superior customer care experience, greater customer engagement and greater insights.
What tools do we work with?
If you already work with a preferred platform, our resources can work with that. If not, we can recommend or provide a platform. We have experience with various platforms including Freshdesk, desk.com, Zendesk, Kayako, Salesforce.com
How are analytics services priced?
We package a set of deliverables and bill a monthly fee for such services (examples of deliverables: reports, at-risk customer prediction, up-sell opportunities)
What technology do you use for analytics?
We have our own tool, called Zahoree, built on top of leading Big Data technologies, including Python, Hadoop and Spark. The data from a CRM, support platform or other sources such as the client’s product or sensors, is ingested to a private cluster in the cloud, where it’s made available for integration, analysis and to build predictive models. Our analysts usually do the work, but it is also available for a customer analyst through a web interface.
What other services do you provide?
Our goal is to support our IoT and tech clients through the process of scaling. Therefore, in addition to supporting their users throughout the customer journey, we provide marketing support services, such as research, prospecting, e-mail campaigns. Lastly, we provide a set of “growth” services that help our client’s back-end operations. These include cloud infrastructure management (AWS, Azure), ML algorithm training, product testing, security assessments and others.
