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REDEFINING THE CLIENT
EXPERIENCE.

Bespoke Contact Centre solutions for high quality brands. Build loyalty and improve your Net Promoter Index by using Serefin Experiences.

Experience Serefin

Bespoke Contact Center solutions for high quality brands. Build loyalty and improve your Net Promoter Index by using Serefin Experiences.

SEREFIN EXPERIENCES

Building Loyalty.

Answering a call is only the first step towards building loyalty. Serefin Experiences' client solutions address today's customer's expectations.

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Loyalty-building customer service starts with the fundamentals: meeting the need that prompted the contact. Integrating that contact with its context and the customer's relationship to your program is critical.

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.

Meet the need

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.

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Make it consistent

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.

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Personalize the experience

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.

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Customer Experience Centre

We understand the role of the customer experience centre.

At Serefin, we understand the role of the customer experience centre.

We recognize the vital requirement for consistency in the level of service that a customer receives, whether they shop at a store or online. To that end, we have invested in technologies and designed business processes that:

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Measure customer satisfaction, not only through post-call surveys but through live sentiment tracking during the contact. Drive employee productivity, satisfaction and engagement, drive efficiencies and support virtual agent recruitment and training

Incorporate ‘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)

Provide the agility needed today to equally support associates working in the office, at home or in a hybrid situation

how we’re different

The traditional approach to customer experience centres has been to portion off space in an existing facility for a new client and integrate, in the best manner possible, the client’s requirements utilizing the space, furniture, processes and technologies already available.

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.

our strategy

The New Deal

1.

Allows customers to be serviced through whatever communication channel (omnichannel) they desire.

2.

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.)

3.

Provides the agility needed today to equally support associates working in the office, at home or in a hybrid situation.

4.

Measures customer satisfaction, not only through post-call surveys, but through live sentiment tracking during the contact.

5.

Drives employee productivity, satisfaction and engagement.

6.

Drives efficiencies.

Experience more...

What is Customer Experience?

Crafting Memorable Customer Journeys That Exceed Expectations.

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Why Outsource?

Unlock the Power of Outsourcing and Deliver Exceptional Customer Experience.

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CONTACT US

Let’s get in touch.

We love creating human connections that make a difference for our clients. And we would love to connect with you.

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