Providing an optimised and seamless interface with consistent tone and response times across the board. Varying from apps, web, social media and email.
Digitally savvy customers are no longer satisfied with just phone and email support and are even less happy with inconsistent quality and response times between channels. Channels now go beyond voice. To excel, advisors must move seamlessly from one communication channel to another.
It may take a considerable amount of time for managers and advisors to be able to use new technologies. The same advisor who may be good at selling over the telephone may not be able to send emails and conduct online chats, which rely on speed and accuracy.
With customer service platforms increasing, and with ever changing customer demands, the process to exceed expectations can be complex. To keep up with response time expectations, adding AI systems to your contact centre can lower customer wait times when getting back to customers instantly. However, the workflow, protocols and expertise required to make it work is complex, especially dealing with communication in multiple formats and ever changing customer needs.
Choosing a good partner is essential. We can help you turn your customer experience into you biggest strategic asset by enabling a true omnichannel strategy across your web enabled services.
Greater time and effort to switch between channels if not blended.
Training for new techologies.
Difficult to get customers to provide confidential information.
Cost to buy and maintain technology across different web platforms.
Difficulties with systems integration and staff training.
Multiple systems can make it difficult to access customer information, increasing risk to service.
Stretching your customer services reach to online platforms can expand your market sectors and increase your customer retention.
Our web enabled services offer cloud-based technology to ensure timely analysis of business statistics, advisor performance, and business efficiency. We use this to shape the customer experience. Combining online and voice technologies, we can provide a continual out of hours service, keeping your customers happy. We use intelligent real time management information for total visibility to improve efficiency.
We have become experts in multichannel customer interaction. This means that our contact centre capabilities also include apps, web, social and email to SMS and voice which all means we’re available to readily respond to your customer demands and customer communication preferences. We demonstrate appreciation of their channel of choice which builds stronger relationships and opportunities to cross-sell and up-sell.
Our capabilities performed by our experienced and expert staff remove the burden of training and technology implementation. We deliver this at a fraction of your current in-house costs. We use our dedicated IT department on site and a designated disaster recovery site should there be network failures or software crashes. You can rely on us to provide reliable and secure technology with frequent maintenance testing.
Our data capturing allows better analysis and understanding of customer interactions across all available channels. As a result, we can understand what type of skill set advisors will need today and, in the future, using customer insights.
Unified experience regardless of channel to boost sales and leads.
regardless of channel
Direct messages and comment management through various social media channels.
We reduce queuing time by resolving queries quicker.
Email support ensuring all messages are responded to promptly.
Cloud based data to make efficient decision making to improve the customer experience.
Secure across each platform. View our certifications here.
Real time data. Monitored reporting to enhance solutions.
Tap into new market segments to increase revenue.
Fast set up by reducing the gap between web tech and training.
Flexible service according to your needs and operations.
Managing all channels seamlessly: voice, emails, webchats, and social media interactions.
Expert advice to customers to boost acquisition and retention.
Innovative, bespoke inbound solutions including complaint and inquiry handling, technical support, market research and call answering.
Taking care of your business continuity planning so you don’t have to, with full bespoke solutions to manage network outages or failures through tailored and secure cloud storage.
The technology, people and systems to significantly improve customer experience and drive down customer complaints, whilst saving money.
Want to find out more? We would be happy to discuss your organisation’s challenges and how Parseq’s solutions could quickly provide you with real value.