Build value through Customer Service

Customer Service Consulting

Our breadth of experience and background in service excellence allows us to extend a wide variety of helpful services and training opportunities.

Salesforce CRM with Service Cloud and Public Knowledgebase

Your customer service platforms are set-up and customized by an experienced, and Salesforce Certified Administrator and Salesforce Certified Service Cloud professional. Your easy-to-use and intuitive systems capture all customer activity.

  • Knowledgebase with screen-pertinent help and tips is accessible from every screen
  • In-depth discussion of your goals, priorities, existing problem areas, desired objectives
  • Review of your customer service business process and resolution workflows
  • Platform design includes screen layouts, executive dashboards, and appropriate feature sets
  • For those new to Salesforce.com, an introductory platform will be created and functionality increased as your staff gains competence
  • Training is done on a 1-to-1, group, or online basis

Robust Training for new Customer Service Representatives

Ensure that productivity and confidence are maintained with training that equips the newcomer to handle any situation like a pro. We cover: contact flow (structure of a contact); positioning questions correctly; adjusting to customer’s industry; tone of voice; instilling leadership qualities confidence, and much more.

The result: a consistent, effortless experience.

Your company’s cumulative gains will be lower training costs, lower attrition rate, higher retention, and a consistently high CSAT score.

Outsourced Vendor Evaluation, Statement of Work Creation-Negotiation

If your existing customer service vendor is not meeting its performance targets, our expertise can:

  • Interact on your behalf to identify problems and areas for improvement
  • Instruct you on what questions to ask, why, and likely results
  • Provide best practices on vendor relationship management
  • Create inbound and outbound contact volume forecasts
  • Provide workflow schedules to meet Service Level Agreements

A Statement of Work outlines the overall objectives and criteria you expect the vendor and their agents to fulfill. We work with you to:  1) Determine your criteria and expectations,

2) Explain terms and conditions, then

3) Negotiate with your vendor to ensure your goals will be achieved at a reasonable cost.

Social Media-driven Customer Service Strategy

Support your marketing efforts while delivering helpful information and tips to your client base.

We introduce you to Facebook, Twitter, Reddit and more to help you achieve true omni-channel support. We provide training on: best practices when posting; multi-channel posting; your level of participation; managing customer expectations and social customer service success metrics.

Omni-channel Customer Service (voice, chat, email, social media)

Today’s customer wants to choose how they will communicate with you. We implement and integrate these channels then instruct your staff and managers on how to utilize them for optimum customer service. All manner of communication subtleties are discussed.

Chat Support (Customer Satisfaction) CSAT Creation and Reporting

Live Chat offers immediate assistance to your busy customers but carries with it the risk of misunderstandings and premature abandonment. Establishing a means of verifying customer satisfaction goes a long way toward encouraging customers completing their communications and getting what they want.

Creation and Implementation of Call Centre Quality Assurance Program

It’s 5x more expensive to win a new customer than to keep a current one. To maintain cost efficiency and deliver the highest level of service possible, a Quality Assurance Program is a compulsory requirement.

 

We review your operation, contribute our experienced-based insights and seek feedback. Then work with you to develop a set of documented activities meant to ensure that your customers are satisfied with the service your call centre delivers.

Stuart did a great job of developing and growing the Member Services business unit at shomi. He’s a self-starter who is passionate about the quality of his work as well as constantly pushing to evolve the customer experience practice.

Stuart achieved a lot with very little thanks to his resourcefulness, perseverance and problem-solving ability. He was a strong member of the Customer Experience team and drove many of the processes that were maintained well beyond his tenure because of how effective they were.

Craig H

Shomi Partnership

I had the pleasure of working with Stuart over the last year as a Vendor Partner and he was truly a partner in every sense of the word. Our mutual project was very detailed and ever-changing environment which required daily meetings and sometimes multiple interactions each day. Throughout the entire time we worked together I found Stuart to be very astute, insightful and cutting edge in his approach. We collaborated on my different processes that approached industry leading proportions. I will miss working with him on a daily basis and heartily endorse him as a guy I would want on my team, regardless of the endeavour being pursued.

John Stock

Vice President , Gatestone

I worked with Stuart on the launch of shomi where he expertly juggled many roles. From CRM set up, to customer experience procedures, to training development, and ultimately to initial training delivery, Stuart proved he is multi talented! Stuart also maintains a positively professional style that is personable and collaborative!

Holly Berry

Director of Enterprise Sales , 24-7 Intouch