Customers expect service to be provided 24 hours a day, 7 days a week, via their preferred channel. Is your experience convenient, compelling, consistent and complete across channels?
Customer Service organizations have been striving to deliver exceptional, high-touch service for years. Shorter wait times, high first call resolution, extended hours support, and access to experts are the hallmarks of an effective customer service program. Customers just need to know where to look!
Recent studies show that organizations that are able to anticipate customer needs, and make information easy to find, rank highest in customer satisfaction. Customers want self-service, and they want it to be effortless.
Clients choose Acumen Solutions to simplify the customer experience to provide the right information, when it's needed, with as little difficulty as possible, all while using those interactions to drive timely and targeted up/cross sell offers. Our experience in customer service delivers success for our clients.
EFFORTLESS CUSTOMER SERVICE Offerings
Customer Initiated Service
When customers ask a question via one channel, but ask for an update via another, are you able to continue the conversation? Regardless of how your customers start a conversation, they expect the history and context to carry forward into future interactions. This can be a tall order for most organizations, most of which have different teams for each channel. The customer engagement experts at Acumen Solutions help you leverage cloud and mobile technologies to create more meaningful and profitable interactions with your customers.
We help our customers use CRM technologies to not only track all customer interactions, but to facilitate robust and meaningful communications, regardless of who might be responding to that customer. We create a low-effort service experience to help customers solve problems quickly and seamlessly, across all channels.
Sophisticated analytics tools and connected products have changed the landscape of what we know about our customers. You have volumes of data that actually enable you to predict a customer's need for service before they experience the need.
We are a global consultancy that unlocks each client's vast and untapped potential. We help our customers implement analytics tools, IoT technologies, and business processes that allow customer-focused companies to change their service model from customer-initiated service to predictive service. We capture known indicators for service and proactively initiate customer service actions to provide an unprecedented level of customer service.
Service to Sales
Progressive customer service organizations are exploring options for not only responding to customer inquiries, but using these touch points to offer customers additional products and services based on that customer's profile. Customers are willing to engage, but only if the offers are personalized and presented quickly.
With a 360-degree view of customer preferences and behaviors, retailers can tailor a shopping experience to make the most of any visit, be it storefront or online. We implement data science solutions that tailor offers based on order history and customer preferences. We present those offers through CRM solutions that allow your service agents to upsell customers, while also enhancing their customer experience. We have helped our customers produce significant revenue in just months.