The customer is king. Ideo ensures that you get the most out of customer contact moments and that positive experiences in the customer journey are increased. The ultimate effect is an improvement of the Customer Lifetime Value.
A satisfied customer ensures better loyalty
Increasing accessibility and rapid follow-up on the contact both guarantee a good customer experience. Customers want to be helped quickly through all kinds of communication channels. The customer must be well understood and the right person within the organisation must be scaled up. What do you need to do to make that happen?
An omnichannel approach means being able to make contact from any channel (such as via e-mail, twitter, WhatsApp, Instagram or Facebook) and offering the customer a consistent service across all of these channels.
The customer often wants a quick answer to his/her question. People are not always needed for this. Interaction can also be done via chatbots (AI-based), but you could also think about harnessing the power of online communities.
When personal contact is required, the customer can get the right person on the phone via an intelligent ticket system. This person can then offer remote support. And when a second or third line of support or even an on-site service technician is needed, they must be able to switch quickly.
Customer service is Ideo’s core business. We have been able to contribute our expertise in this area to many large service organisations. With that knowledge, we can help you to bring your service process to a higher level.
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