Customer Care & Retention services
Attracting new customers is challenging but retaining your existing customers is more demanding than ever. Today’s customers are especially challenging to impress, with high expectations and demands of the best service from their brands. Additional challenges exist with the proliferation of online social media tools such as blogging, Twitter, and Facebook through which a company’s reputation can be established by an excellent, or maybe tarnished by a poor, customer experience. By establishing consistent communication channels between you and your customers, you will gain opportunities to build relationships and increase brand loyalty.
Spinebiz’s group company SolexPlus understands the importance of quality customer service and customer retention strategies to make your business succeed. CarePLUS creates a positive customer experience that turns into a lasting relationship, and it is our goal to not only provide high quality call, chat, and email services, but to focus on the total customer experience of your brand and service delivery across all channels. CarePLUS spans across virtually all industries and applications.
Spinebiz’s group company SolexPlus focuses on creating a positive, personalized experience for our clients’ customers, achieving this through:
High-Touch Brand Specialists
Our agents are true brand specialists, acting as a transparent extension of your company. We create a culture that mimics your own in-house environment to ensure our agents feel they are truly working for your company, and your customers feel they are speaking to your employees. From recruiting and selection, to training and recognition, our goal remains to create a high touch, friendly and professional interaction on each call.
CSAT and Total Customer Experience Assessments
Through internal assessment tools and quality calibration sessions with our clients, we continually strive to provide a complete customer experience, consistent with each contact channel to the satisfaction of our client.
CRM/Case Management Technology Expertise
Spinebiz’s group company SolexPlus collaborates with leading technology providers in CRM and Case Management to ensure accurate, consistent, and timely information is at our agents’ finger tips to provide to your customers.
CarePLUS can be used for:
- Toll free customer care
- Cross-sell and up-sell programs
- Change of personal details
- Complaint and issue resolution
- Billing information
- Loyalty clubs
- Government information
- Dealer location calls
- Insurance claim processing
- Requests for maintenance support