Taking customer experience to the next level
Customer experience is a key factor in why consumers choose a provider, however it is the lifetime experience that determines whether they remain loyal.
Consumers expect you to be proactive, to reach out to them when it is time to renew or upgrade, to keep them informed on relevant services, and simply to check if they are happy.
It’s a fine line between being attentive to customer needs and becoming annoying and this is where equipping your contact centre with the right tools can enable you to take customer experience to the next level.
Smartly selecting customers
Great customer service is when you reach out to the right customer, at the right time for the right reason. This is where data-driven campaign management is essential; being able to micro-segment your customer base to define highly targeted outbound campaigns.
We allow you to take into account all customer data to enable micro-segmentation. This enables you to meticulously manage who you call, what the priority and time sensitivities are, the agent group most appropriate to make the calls, and the supporting tools and information agents need to be successful.
Considerate dialling
When proactively outreaching to customers it is important that it is seen as a positive experience and not annoying. You need to dial intelligently and responsibly and this is where Noetica can help.
We ensure you are able to use your data to determine when is the best time to dial customers, the best number to reach them on and the optimum way to recycle no answers. While we drive the most efficient use of your agent, we also leverage our Smartbound technology to guarantee that no call is either dropped or the customer presented with silence.
Empowering your agents
When your agents are connected with your customers, you need them to be equipped to deliver the best possible experience and the best possible outcome.
We ensure that your agents are empowered with all of the information they need about the customer, so it’s never a cold call. Through our Synthesys Agent Desktop & Scripting we are able to guide every call through the optimum flow to increase probability of a successful outcome.
The benefits of Noetica-powered proactive customer service
Improve customer experience
By leveraging outbound as a proactive element of the end-to-end customer journey and experience.
Increase agent productivity
By ensuring more connections to customers and blending inbound activity with proactive outbound.
Increase sales
& loyalty
By engaging with customers at the right time for the right reasons and generating loyalty through amazing customer experience.
You can also leverage Noetica for:
Proactive Customer Selling
Redefining the customer experience with proactive service delivered via intelligent outbound engagement.
Logistics Management
Redefining the customer experience with proactive service delivered via intelligent outbound engagement.
Proactive Customer Retention
Identifying customers approaching renewals or with indicators of potential churn to proactively contact and retain.
Debt Management
Proactively calling customers to discuss outstanding balances and assist them in meeting payments.
Blended Inbound & Outbound
Efficiently handling both reactive inbound and proactive outbound customer engagement.
Let’s Talk
Whether you are looking for a specific solution or just want to learn what is possible, we would love to explore your needs; simply reach out to the Noetica team.
