Customer service transformation

Creating a Customer-Obsessed Organization.

Today, customers have unprecedented access to company and product information and can share positive or negative feedback with thousands of people within seconds. Providing a satisfying customer service experience is a key differentiator.

It’s no longer about how fast a business can respond to customer communication, but how well.  Traditional metrics are good at tracking the cost of servicing a customer (average handle time, agent utilization, first call resolution). But that is no longer enough. Leading organizations are also measuring their customer’s overall engagement with their brand, capturing and combining traditional metrics with new social service metrics:

• Customer Sentiment
• Self Service Usage
• Cross-sell/Up-sell Rates
• Conversation Volume
• Likes, Retweets, +1s, etc.
• Net Promoter Score

Vertical Focus's Customer Service Practice can help you realign your technology and culture with a new focus around managing customers at a deeper level. From Blueprinting a new customer service vision to creating a phased implementation approach with no downtime or data disruptions, Vertical Focus will help execute a comprehensive plan across your key constituents.

• For your customers: Provide a superior customer service experience across any channel of choice (email, phone, self-service, SMS, chat, social media).
• For your agents/employee: Streamline productivity through a single system of truth and tools that improve collaboration.
• For partners/channel: Remove barriers and deliver seamless training, sales, and service cycles.
• For management: Optimize organizational performance through improved visibility.

Vertical Focus Customer Service Consulting Highlights

• Case Management
• Call Center / Computer Telephony Integration (CTI) Advisory Services
• Integration with Social Media: salesforce.com Chatter, Twitter, Facebook
• Survey Process & Tools
• Knowledge Management
• Call Routing / Escalations
• Call Scripting
• Resource Planning
• Multi-Channel Customer Touchpoints & Feedback
• Self-Service / Customer Portal
• Measurement & Analytics
• Data Migration & Integration
• Data Quality Planning & Implementation
• Third-Party Applications Implementation & Evaluation
• Custom-Developed Applications & Creative Solutions

To learn more about Vertical Focus's Customer Care Practice, please contact us.