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.
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 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 the store or online. To that end, we have invested in technologies and designed business processes that:
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 us with the agility needed today so that we can equally support associates working in the office, at home or in a hybrid situation
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
The traditional approach to customer experience centers 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 center 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 center.)
It provides us with 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.
Drives efficiencies.
Have any questions? Let’s get in touch.
