Customer Relationship Management

Digital Service Enablement

We will enhance your customer service with innovative methodologies and tools

Assisting customers today means handling requests before they arrive and using different channels to answer questions and needs in a timely and accurate manner. The after-sales phase has become an integral and indispensable part of the sale itself. With significant experience in improving customer service through the most innovative technologies, we will support you in a process of perfecting customer service, making your customers' experience more fulfilling and increasing sales.

Sales, before and after sales

Before, during, and after the sales process, customers seek a simple and decisive interaction with the company, leaving them free to choose the means and time of contact that suits them best. Customer service is more than added value: it is an element of choice and satisfaction. Customers are willing to pay more for a product or service (especially if it is of quality) as long as they can be assured that they will benefit from attentive customer service that is present at every stage of the customer journey. Therefore, even though customer service activities are often chronologically linked to the post-sales phase, following up with customers with a personalized approach and supporting them in meeting their needs and requests is crucial. The consequence is not only in perceived quality, but in the role of service itself, which plays a key role in both building customer loyalty and generating new sales opportunities. To make customer service efficient according to this conception, it is important to refine customer experience processes by equipping customer service with appropriate skills and tools.

SOLUTION

Expertise and technology for the best Digital Service Enablement

Assisting numerous companies in improving customer service, we have identified the most suitable methodologies and technologies to make customer service efficient and innovative, giving it a broader role than "simple" support. Using the most advanced CRM features and defining of a clear and up-to-date, with our Single Customer View we’ll help you to correctly frame each customer, empower the customer experience and encourage the identification of possible business developments in the after-sales phase.

Functional and effective Customer Service

Our Digital Service Enablement solutions present an expertly balanced mix of methodology, technology and content. This is the valuable content we put front and center: the precise, timely and personalized response, usable on different channels and in consistent formats, to every current and future customer request. Through the single customer view offered by CRM platform tools, you will easily frame each customer's profile by matching it with the appropriate content and, thanks to marketing automation, you will personalize the interaction with the customer accordingly, activating operators, ticketing tools, automated bots, chats or opening access to specific content.

TARGETED CONSULTING

Together, we'll find the best fit for your company.

Benefits

Customer service benefits support other departments

Being able to rely on a comprehensive and up-to-date overview of your customers' behaviors will enable you to deliver rewarding shopping experiences and increase customer loyalty, ensuring your business functions operate better:

Customer Service

The first benefit is improved customer service, which becomes more efficient with the support of CRM tools, accurately and quickly managing customer needs and benefiting from automatically collected feedback that helps highlight areas of strength and areas that offer room for enhancement.

Sales

Sales (online, in-store, or through the sales network) increase in efficiency with data that deepens knowledge of customer issues and keeps customers loyal and profitable over time.

Marketing

With information derived from the customer management system and the constant updating of customer profiles, marketing actions become more effective and can be based on precise insights useful for strategic planning of activities, activation of campaigns to retain customers, and monitoring of brand reputation.

Success Stories

Digital Service Enablement