Adding Value, Building Partnerships
Improve the service you offer your Customers with our custom-built solutions. Our Digital Customer Care solutions are focussed on helping our clients to deliver a great and memorable service, regardless of which channels your Customer chooses. Our aim is to help our client’s progress with their Customer Experience whilst delivering commercial benefit, whether it’s incorporating a new Digital channel or embracing a Digital innovation. Don’t let your legacy structure cause you to get left behind. Let us help you to evolve.
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
- Jeff Bezos
Today’s customer want their voices heard and problems resolved quickly and effortlessly
Failure to respond via social channels can lead to a 15% increase in the churn rate for existing customers - Gartner. With over 2 billion Facebook users, +700 million Instagram users, and +300 million Twitter users, it’s no longer enough for brands to be merely present on social media. They need to be active and engaging. Today’s customers want their voices heard and problems resolved quickly and effortlessly whenever they reach out to brands regardless of whether it is through social channels, online or whilst using their mobiles. In addition, instant messaging is emerging as the new channel and more are following closely behind “A quarter of all downloaded apps are abandoned after a single use. Only instant messaging bucks the trend. Over 2.5 billion people have at least one messaging app installed. Within a couple of years. Activate predict, that will reach 3.6 billion, about half of humanity”. The Economist
If brands are not part of the conversation – they will be left behind. It is no longer a question of if your business should listen to Customers on their channel of choice – it’s a question of how you listen and, more importantly, how you respond.
Do you have the right structure in place to listen to and respond to your customer on their preferred channel? If not, its time to change the narrative. Let us help you make that change, painlessly.
70% of consumers say technology has made it easier than ever to take their business elsewhere - Salesforce. If you are not offering your Customers an easy way to engage with you, they will go somewhere else. Synergy Organisational Solutions is able to assist you transition into a Digital environment. To survive today, companies must develop with their Customers or risk being left behind. Make the change, before you are forced to make the change.
At Synergy Organisational Solutions, we offer a web-based quality monitoring and benchmarking tool built using the software as a service model. This allows our clients to drive insightful performance, gather real-time insight, and measure omnichannel contact quality.
For any contact centre to be effective in delivering a consistent and engaging Customer Experience, it is crucial to have in place a cohesive knowledge aggregation tool and repository, reducing handle times, cost to serve, and Customer aggregation.