Customer Care and Retention
While attracting new customers is one battle, retaining your existing ones can be an even more challenging feat. Today’s customers are especially challenging to impress, with high expectations and demands of the best service from their brands. Additional challenges exists with the proliferation of online social media tools such as blogging, Twitter and Facebook, on which a company’s reputation can be made or broken by one excellent or poor customer experience. By establishing consistent communication channels between you and your customers, you will gain opportunities to build relationships and increase brand loyalty.
- Our Solution
- How we achieve results
- Enhance your sales
Cegura Technologies understands the importance of quality customer service and customer retention strategies to the success of your business. A positive customer experience can turn 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. Our customer care expertise spans across virtually all industries and applications.
A brief sample of this experience includes :
- Toll free customer care
- Repeat purchases
- Cross-sell and up-sell programs
- Change of personal details
- Complaint and issue resolution
- Billing information
- Loyalty clubs
- Investor account inquiries
- Government information
- Dealer location calls
- Insurance claim processing
- “Thank you” or other client-initiated information calls
- Fraud detection/prevention calls
- Requests for maintenance support
How We Achieve Results
Cegura Technologies 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
- On every interaction, our goal is to add value to the customer. We not only focus on achieving a high quality score in each call, but a great overall customer experience and high satisfaction level with your brand. 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
- Cegura Technologies partners 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. Through our best practices, we optimize the value technology, enabling a more profitable approach to customer interaction management. Our Customer Care & Retention solutions are available on a 24x7x365 basis through phone, chat, and email. Our total solution creates positive experiences that provide your business with stronger customer relationships, improved sales, and increased customer retention.