Excellence in direct customer communication
We achieve the best possible value creation for you in direct customer dialogue. Through excellent service across all contact channels, we ensure a high degree of customer satisfaction. Our focus lies on maintaining and expanding the customer relationship, supported by sales activities as well as high standards of efficiency and quality. We can provide you with these services on almost every continent and in every language you require.
Our services are based on tried-and-tested technology in the background: in order to support your customers in the best way possible, we use modern customer analysis tools to systematically generate information regarding the needs and channel preferences of your customers. With our knowledge management approaches, we make complex knowledge available to customer-service employees via intuitive user interfaces. This increases service quality and reduces processing time.
Through excellent service across all contact channels, we ensure a high degree of customer satisfaction and efficiency in direct customer communication.
- Maintenance and development of customer relationships
- Maximized interaction value of one-on-one contacts with the customer
- Utilization of up-selling and cross-selling potentials
- Efficient dialogue with the customer
- Focus on customer satisfaction and conclusive case processing
- Best shore and multi-language hub solutions to minimize costs
This makes us a competent partner
Omni Channel Sales & Service
Effective and personalized customer communication through all channels
Social media, websites, mobile apps – the number of ways customers can get in touch with companies in our digital age continues to grow exponentially. Intelligent omni-channel services connect the various contact channels so seamlessly that customers can easily resolve their queries, even if they use multiple channels – without having to explain their problem each time.
We operate an integrated service architecture for you, and offer you effective customer service that provides a comprehensive and positive customer experience on all channels – be it by chat, video interaction and social media or simply on the phone.
Making complex knowledge available quickly and easily
Innovation cycles are becoming shorter and service offers ever more diverse while the complexity of the products increases – this poses major challenges for the customer service and knowledge management of companies. Relevant knowledge must be available as soon as possible and easy to access for the service center agent. With our approach to knowledge management, we document and structure complex knowledge and make it quickly and easily accessible to service agents in dialog with customers through intuitive user interfaces. This increases service quality and reduces processing time, even with increasingly more complex service processes.
Retention & Win-back
Identifying customers who may leave and regaining lost customers
Availability of information, such as price and product comparisons or the possibility to interact via social media, encourage end customers to switch contract partners more frequently. Consequently, regaining previous customers has become a major challenge for companies such as mobile, phone, internet or energy suppliers. At the same time, customers who are considering a switch must be identified at an early stage, so they can be addressed individually with suitable incentives to stay.
We ensure that dissatisfied customers are convinced by your offers again, and re-establish their ties more closely to your company. Specially trained agents regain your customers for you, even in cases of contract termination.
Consistently realizing sales opportunities while increasing customer value
Customer interactions often provide opportunities for selling a higher value or complementary product or service. These opportunities are rarely exploited, as the service center agents do not have sufficient information at their fingertips to allow them to identify the right offers. For us, customer service goes beyond the moment when the customer query has been dealt with – our specially trained agents consistently but discreetly utilize any potential for additional sales with the support of our special analytical tools. We focus on the value for the end customers and increase their satisfaction through individualized, tailor-made offers.
Systematic use of data for personalized customer communication
CRM Analytics enables companies to systematically analyze and use existing data. Based on effective analyses, our Analytics platform supports customer service through real-time generation of new insights and specific recommendations for action – tailored to customers’ individual needs and channel preferences. This enables us to provide customers with a personalized, unique service experience and thereby to boost your company's brand image.
Strategic key figures allow to intelligently steer the customer journey along the entire customer life cycle. We are able to anticipate both current and future customer behavior and use our results as a basis for optimizing each case of customer interaction. This can lead to an increase in revenues, a rise in contribution margins and potential savings. It can also improve key figures in sales, marketing and customer service. At the same time, wecreate a positive customer experience. In implementing CRM Analytics, we consider privacy regulations as well as the increase in data volumes and complexity, facilitating their application across all areas of your day-to-day business.
Multi Language Hub
One location – many languages
Increasing internationalization means that customers expect excellent customer service in their own language, regardless of where the company is based. In this context, a central “multi-language hub” is a good alternative to the establishment of many individual local service centers that are much more effort to coordinate.
To manage your international customer base in the best possible way, we bring together a wide range of service languages in one location. You benefit from economies of scale and a consistent service quality – regardless of where your customers actually are.
Near- & Offshore-Services
Cost-efficient services with high quality standards
For many companies, outsourcing service processes abroad is attractive because of the cost savings on offer. . However, it’s important to consider the differences in legislation, the challenges around recruitment of employees with the right language skills and the additional administrative burden.
With our international service center network, we deliver your services from wherever the conditions are most favorable for you. In the process, we are at your side with our expertise, always keeping your customers’ language and cultural background in mind.