Enabling great retention customer journeys

Exceeding customer expectations to retain them

Use personalisation and behavioural data to ensure you’re delivering the best customer experience and increase lifetime value.

Providing exceptional service and creating loyal customers.

The shift to focusing on improved customer experiences is well overdue. For far too long organisations have invested all their efforts and budget into acquiring new, and put churn down to the cost of business. However, organisations are now aware of the data that demonstrates how inefficient, and expensive that approach truly is.

Consumers that experience elevated levels of service and personalisation from brands are willing to pay up to 10% more. Those that don’t, will vote with their feet and seek it out elsewhere.

Streamline your retention journey

Our platforms’ capabilities focus on enabling great customer journeys, that enhance processes and efficiency for your customer, while improving productivity for your organisation. Providing customers with intuitive automations that allow them to complete interactions and resolve queries.

The below provides you with a top-level view of the modules we use to deliver simple and effective retention journeys. Reducing costs, increasing customer satisfaction, and removing pain points.

Transforming the retention customer journey

This is how your retentions process could look  

Here we demonstrate a typical telecoms retentions process, and how with our tools contact centre agents are able to move from frustrating conversations to impactful interactions. Demonstrating product offerings, upselling or cross selling bolt-on services, with the ability to close customers in a complete and compliant fashion.

You too can utilise our platform to improve your processes and overall customer experience by removing friction.  Whether agent-assisted or self-serve, we enable smooth journeys that reduce time, increase convenience, and improve customer satisfaction.

Download the full O2 retentions case study

Delivering substantial uplift to all your KPIs

25% uplift in conversions

The longer a journey, the more likely a customer is to drop off of a purchase.

By streamlining journeys so that they can be completed often in just one single interaction, our solutions remove the breaks in which customers drop off. The result?

A surge in conversion rates for your business.

75% reduction in overheads 

Inefficiencies caused by mail, document processing and lengthy handling times mean operating costs for businesses are inflated.

By digitising these typical breakpoints or eliminating the need for them entirely, we help our clients to boost efficiency, enabling them to offer maximum value to their customers at the lowest possible cost.

100% compliance, guaranteed

Traditionally, compliance procedures have been susceptible to staff error. Moreover, physically storing customer documents can be both costly and inconvenient.

Our solutions ensure compliance by creating automated workflows that eliminate the potential for mistakes. By collecting electronic signatures and exchanging documentation digitally, there is no need to listen back to calls to check compliance delivery. That means completing paperwork becomes a thing of the past.

90% reduction in transaction times

Lengthy transaction times, both on a journey and individual touchpoint level, benefit no one. Efficiency suffers and frustrated customers drop out in favour of a competitor who can deliver the product or service quicker.

Our solutions reduce transaction times by giving staff the digital tools that enable them to meet the customer need there and then, improving first contact resolution so complex journeys no longer need to span multiple steps and channels.

90+ NPS

Customers are no longer willing to settle for second rate experiences, and organisations that don’t put the customer at the heart of their journey will cause friction and frustration.

By streamlining the sticking points in journeys so they become effortless and flow seamlessly, our clients benefit from happier customers and better brand advocacy over time.

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