Great customer care offers omnichannel experiences that engage everyone—prospective clients, active customers and casual site visitors alike—in their own spaces, on their own terms. That means personalizing care to fulfill expectations with the right expertise and service every time.
Consumers expect to reach you whenever and however they want. Can you respond from any device, from any channel?
Our on-demand contact center experts offer professional customer service and support. Across the U.S. and Canada, agents pick up where automated self-service leaves off, personalizing care to revolve consumers’ issues.
Every touchpoint has three goals: Please customers, promote your brand and earn repeat business. We perform post-scale outreach to exceed customers’ expectations. Track and apply their feedback. Turn prospective customers into brand advocates.
Omnichannel communications require full-service integration—across email, chat, video, phone. By any and all means. No interruptions. We strive for fluidity with all customer engagements, whatever the device or channel.
Every business measures success. That’s why we work with clients to achieve it. KPIs such as improving first-call resolution by 24% or doubling net promoter scores to elevate customer satisfaction. The right metrics define operational excellence. And a stronger bottom line.
Communication channels are expanding. And apps multiplying. Can your call center operations handle them all? Ours can. More than 50 million customer interactions and counting.
Do your service reps converse well with customers? Ours do. With 110,000+ articulate agents in the U.S. and Canada.
of U.S. consumers prefer phone for customer service.
languages spoken here—French-Canadian, Spanish and dozens of dialects.
Is a text-savvy strategy part of your service toolbox? It’s in ours. With dozens of apps that anticipate customer questions.
consumers will opt in to receive business SMS By 2020!
with consumer campaigns that connect with—and keep—subscribers.
In 2019, will your call center ops make the most of it? Ours will. With average open rates of 20% or more.
of customers still use email.
of responses customized to a client’s specs.
Do your call center operations switch from chatbots to agents? Without lags or interruptions? Ours do. With self-service that segues into live reps.
of businesses are expected to insert AI “in at least one service process.”
of AI/agent hand-offs monitored for smooth transactions.
Can your contact center operations keep pace? Ours can. With integrated solutions—across voice, text, email and chat.
Multichannel sales increased 40% during Thanksgiving holiday 2018.
media integration that ensures continuous customer service.
A FORTUNE 500 global digital network provider sought to be an industry leader with outstanding customer technical services. The client had used traditional, brick-and-mortar call centers to supplement its in-house team.
While offshoring cost less, the client opted for the flexibility and more professional talent of an onshore provider—with U.S.-based agents well-versed and conversant in tech support. Learn more >