In a global economy, taking care of customers has gained more importance than ever. However, the pressure on reducing the cost on customer care is increasing. Companies are creatively deploying latest tools and technologies to keep in touch with existing customers and pro-actively addressing product and service issues. Customer Care Portal, Web-based Ticketing Systems, Interactive Voice Response Systems [IVR], Knowledgebase, Wikis, etc. provide ways for companies to promote customer self serve and reduce the cost of customer care.
However, these tools cannot completely replace the customer service provided by live customer care professionals. Even in this age, customers prefer humans serving their support needs rather than automated systems. Hence, companies still have to integrate support centers into their overall customer care strategy
Typical challenges are:
workMETHODS understands the complete landscape of customer service and relationship management. We have extensive experience in reducing customer care costs by implementing tools, technologies and support centers. We have successfully implemented all the above-mentioned tools and technologies in large companies like Nextel as well as small companies as SunRocket. Our customer support centers based in India are equipped with latest equipment, tools and technologies. Our 95% of the staff has Engineering degrees and can effectively support complex products.
Few of the achievements from our support center include 24x7x365 support for a VOIP telephone company with 250,000 customers, billing collection activities for a telephone company, Help Desk support for a large financial company, 24x7 network monitoring for 3.5 years, etc.
Leveraging our proven experience, processes and methodologies, workMETHODS offers customer care solutions tailored specifically to your needs. Our focus on bottom line impact and ability to identify right solutions for your business challenges help you maximize return on their IT spending.