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Omnichannel Customer Service Solutions - Great CSAT with Prompt and Responsive Service
Date
January 2023
Project type
Digital Innovation, Website, Help Center, Ticketing system, conversational AI, chatbot, VOIP, UX, CSAT, CX.
Role
Lead Admin, Project Manager, Trainer, Writer, Developer, IT implementation.
Skills to actively listen to a customer's needs and communicate effectively is critical to providing excellent support and CX. Empathy and Customer Focus with Prompt and Responsive service are essential to build with customers and earn their trust.
It is critical to understand the customer's point of view and their specific situation before responding.
Develop a customer-centric culture in which the customer is at the center of everything they do as a top priority.
This strategy improves customer satisfaction, increases loyalty, and generates positive word-of-mouth recommendations.
I tool was required to help improve and measure all of the above.
Goal: improve CX, CSAT, and customer first response time
Implement a tool to develop a customer-centric culture in which the customer is at the center of everything they do as a top priority. This strategy improves customer satisfaction, increases loyalty, and generates positive word-of-mouth recommendations.
Enable a digital web-based document system.
A self-service solution: https://support.eversys.com/hc/en-us
Understand the customer journey: Define metrics and KPIs.
Solution: implementation of an omnichannel suite, an authoring CCMS tool and an enterprise professional video hosting platform. DigitalOcean for downloadable content.
Design, Development and Creation of a web-based knowledge base / help center: https://support.eversys.com/hc/en-us
Implementation of the ticketing system, training and onboarding of +20 team
