Bespoke Contact Center solutions for high quality brands. Build loyalty and improve your Net Promoter Index by using Serefin Experiences.
Answering a call is only the first step towards building loyalty. Serefin Experiences' client solutions address today's customer's expectations.
Serefin Experiences will create the same one-to-one, emotional connection the customer expects when they reach out for assistance. The goal is a personalized experience that provides the customer with what is valuable to them individually and what will build a long-term, mutually beneficial relationship for your business.
A customer's first need is to have their questions answered quickly, expertly and to their satisfaction – helping them along the way. A customer’s emotional state is part of this satisfaction – along with a technical question, they may also be seeking support and reassurance from an expert they trust.
Customers expect a consistent experience and level of knowledge across all channels – digital, physical and customer service. This means integrating the customer experience as the customer transitions between these modes of service, and integrating your knowledge of the customer so that all channels can meet their needs.
Personalization uses this integrated knowledge – the customers’ purchase history, contact history, and needs – to provide them with an experience that is valuable to them. Interacting with a customer in a personalized way that meets their needs builds an emotional connection – and a long-term relationship with your program.
At Serefin, we do things differently. We work hard to first understand our client’s culture and needs. From the ground up. We then design and build a customer experience centre that meets the client’s unique requirements. From facilities and IT, through to reward and recognition programs, we build and operate bespoke, boutique solutions that support our client’s needs and drive their customers’ loyalty.
Allows customers to be serviced through whatever communication channel (omnichannel) they desire.
Incorporates ‘Interactive Virtual Assistant’ technology to assist customers in getting the information they need, or reach the associate that can best help them (think of it as an Alexa or Siri for the customer experience centre.)
Provides the agility needed today to equally support associates working in the office, at home or in a hybrid situation.
Measures customer satisfaction, not only through post-call surveys, but through live sentiment tracking during the contact.
Drives employee productivity, satisfaction and engagement.