Customer engagement solutions

Contact Centre

Driving multi-channel customer delight through i-Touch mechanism

The i-Touch (Multi-pronged customer engagement) mechanism delivers a high level of customer satisfaction for multi-channel customer engagement. It uses an integrated contact center which is backed by a robust infrastructure. Our multi-channel practice caters to the diverse needs of both B2B and B2C companies.  

Key facts:

i-Touch

 

The solution enhances opportunities to upsell and cross-sell by leveraging intelligence. It ensures higher customer satisfaction (C-SAT) and increased customer engagement. We deliver a brand experience that customers expect, boosting the lifetime value (LTV). Our agents are trained to have in-depth product knowledge to increase First Call Resolution (FCR) and build loyal customer connections from the beginning. 

i-Touch

C-SAT analysis: Satisfaction is measured by connecting with maximum stakeholders through multiple C-SAT channels. Customer feedback is captured, analyzed, and presented for businesses to make informed business decisions.

Inbound & outbound calls: Welcome calls are made to customers for account opening/subscriptions and customer on-boarding. The information gained helps foster a deeper understanding of customer needs. 

Web based chat: Web chat enables instant agent handling that increase online sales and customer satisfaction. Real time personalized interaction ensures complaint management, escalation management, and issue/dispute resolution.

Email support: Email response management solution enables rapid and personalized customer communication. Customers receive a seamless experience whereas businesses increase brand value and operational efficiency.

Smart analytics on customer engagement: Smart analytics provides intelligent insights on customer engagement effectiveness. Solutions based on these insights help competent customer lifecycle management.  

This multi-channel solution enables businesses to overcome the challenges of staffing and managing a huge workforce for customer engagement in B2B and B2C domains. Our team of skilled customer engagement agents reach out to customers proactively, enhancing brand equity and reducing inbound call flows. 

i-Touch helps companies to deliver a reliable and flexible customer support service, leading to positive brand awareness. The resultant outstanding customer satisfaction levels ensure enhanced productivity and savings in cost for the company.

Case studies

Customer testimonials

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