Customer Experience Management

Today’s customers use multiple channels to communicate with businesses. They ask for information via webchat, make purchases through email, give feedback on social media. Our integrated customer experience management solutions enable businesses to meet the demands of today’s omnichannel and omnipresent customers. Furthermore, we provide insights across every touchpoint to help businesses anticipate customer needs and adapt their organizations to meet them.

What we offer

Customer Contact Center

We help you deliver consistent experiences and increase customer satisfaction at every step in their journey – from acquisition through renewals. Through a gamut of contact channels and an integrated communication strategy, we make interactions simpler and seamless for your omnichannel customers.

Features

  • Scalable 24×7 support
  • Qualified team with superior communication skills
  • Support for customer acquisition, service, and retention
  • Best-in-class tools and workflows
inbound calls

Inbound calls

emails

Emails

live chat and online

Live chat/ Online communication

outbound calls

Outbound calls

listening and data extraction

Listening and data extraction

Content moderation

Content moderation

Response management

Response management and escalations

analysis and reporting

Analysis and reporting

Online Reputation Management

We help protect your brand’s online reputation by tracking and responding to unsolicited customer feedback across social media. Through a blend of social listening platforms and experienced ORM specialists we monitor content about your brand and provide insights for implementing customer-centric strategies.

Features

  • 24×7 availability
  • Cutting edge tools and technologies
  • Experienced, well-trained team

B2B Lead Generation

Acquire qualified leads that convert into immediate sales opportunities. We support your lead generation efforts through a team of experts who conduct research and prospect across email, cold calling, and LinkedIn.

Features

  • Research-backed strategies
  • Tailored messaging
  • Emails for DRIP and nurture campaigns
target list building

Target list building

cold-calling

Cold calling

emails

Email outreach

LinkedIn prospecting

LinkedIn prospecting

Customer Onboarding & Validation

Increase customer lifetime value through a positive onboarding experience. We work with some of the world’s leading SaaS companies and e-commerce platforms to increase their CLTV by providing the right resources and support in the onboarding process.

Prequalification

Prequalification

We act as a liaison between you and your customers to ensure they meet the maximum qualification criteria for your products and services.

  • Proactive review of customer information
  • Gaps identification
  • Customer co-ordination to gather missing information
Onboarding

Onboarding

We deliver timely information and personalized guidance to help your customers achieve greater success through your products and services.

  • Real-time chat
  • Email support
  • Telephonic support

Delivering customer delight through the best use of technology

Automation

Automation

Automate repetitive processes in back office/ non-voice operations

Gamified training module

Gamified Training Modules

Advanced training approaches, including gamification, to improve employee engagement and performance

process excellence

Process Excellence

Processes are closely aligned to your business goals

Digitization

Digitization

Use of digital technologies such as predictive dialling, automated workflows, and OCR

 

New Age Channels

New Age Channels

Support for new age channels such as Voice to Message (WhatsApp), chatbots, and email bots

Real-time-Reportin

Real-time Reporting

Real-time reporting of operational KPIs

Analytics

Analytics

Find areas that positively and negatively affect customer satisfaction and predict customer intent

Why Netscribes Customer Experience Management (CEM)?

Integrated omnichannel solution

Integrated omnichannel solution

For a seamless and consistent customer experience

Insights into customer interactions

Insights into customer interactions

That empower your organization to constantly adapt to evolving customer needs

Highly scalable infrastructure

Highly scalable infrastructure

Designed to meet the ever-growing need for superior customer service

Flexible engagement models

Flexible engagement models

With support for both hosted, un-hosted and hybrid tech models




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