Customer Experience
Strategiclly elevating customer experience (CX) creates multi-fold organizational value: increased loyalty, higher revenue, brand reputation, customer insights, competitive advantage, and reduced operational costs.
HELP CENTER
ZENDESK HELP MIGRATION
Full support migration from an outdated platform to Zendesk’s best practice help desk experience for agents and customers.
Customer Relationship Management (CRM)
Zendesk Sell Launch
Launch of a company’s first CRM system to accelerate and grow inside sales and synch lead management collaboration between Customer Support and Sales.
Inside Sales
SUPPORT AGENT ACTIVATION
A test and learn project - to pro-actively ID and support new tickets with organic lead potential - that nurtured and converted new support tickets into closed organic inbound sales leads resulting in $600,000 in incremental revenue in Year 1.
CX Strategy and consultation
We partner with you to define and refine your customer experience strategy, ensuring it aligns with your brand, values, and goals. Our approach is rooted in customer-centricity, aiming to enhance every step of the customer journey. CX audits. Customer journey mapping. CX vision and goal setting. CX roadmap development.
customer insights and research
We provide data-driven insights into your customers' needs, preferences, and behaviors to help you deliver better, more personalized experiences. Through various research methodologies, we uncover what drives customer satisfaction and loyalty. Surveys and feedback. Focus groups and interviews. Customer data analysis. Market and competitor analysis.
Cross-Channel experience design and optimization
We help brands provide a consistent and seamless experience across all channels—both digital and physical—ensuring customers enjoy a cohesive journey regardless of how they interact with your brand. Cross-channel strategy development. CX technology integration. Cross-channel customer support. Channel optimization.
customer engagement and loyalty programs
We help you create and manage customer engagement and loyalty programs that foster long-term relationships and encourage repeat business. Loyalty program design. Personalized engagement. Customer retention strategy.
Customer service and support optimization
We enhance your customer support processes and systems to deliver faster, more effective resolutions while providing exceptional customer service at every touchpoint. Support process improvement. Cross-channel support integration. AI and automation. Customer service training.
CX Technology and tool implementation
We implement and optimize the right technology tools to enhance the customer experience, improve data management, and streamline customer-facing processes. CRM implementation and optimization. Customer experience platform integration. Data analytics and reporting. Automation and AI solutions.
Brand and culture transformation
We work with businesses to instill a customer-centric culture across all departments, from marketing and sales to product development and customer support. CX workshops and training. CX leadership development. CX culture and audits. Employee engagement.
CX measurement and reporting
We provide ongoing measurement, tracking, and reporting on key CX metrics, ensuring that your brand continuously improves and aligns with customer expectations. CSAT and loyalty metrics. CX benchmarking. Regular reporting. Continuous improvement strategy.