Contact Centre Services
Web Enabled Services
Providing an optimised and seamless interface with consistent tone and response times across the board. Varying from apps, web, social media and email.
Inconsistent quality and response times across channels can harm your brand
Digitally savvy customers are no longer satisfied with just phone and email support and are even less happy with inconsistent quality and response times between channels. Channels now go beyond voice. To excel, advisors must move seamlessly from one communication channel to another.
It may take a considerable amount of time for managers and advisors to be able to use new technologies. The same advisor who may be good at selling over the telephone may not be able to send emails and conduct online chats, which rely on speed and accuracy.
With customer service platforms increasing, and with ever changing customer demands, the process to exceed expectations can be complex. To keep up with response time expectations, adding AI systems to your contact centre can lower customer wait times when getting back to customers instantly. However, the workflow, protocols and expertise required to make it work is complex, especially dealing with communication in multiple formats and ever changing customer needs.
Choosing a good partner is essential. We can help you turn your customer experience into you biggest strategic asset by enabling a true omnichannel strategy across your web enabled services.
Key challenges of web enabled services
Time and resource
Greater time and effort to switch between channels if not blended.
Technology adoption
Training for new techologies.
Trust
Difficult to get customers to provide confidential information.
Capital investment
Cost to buy and maintain technology across different web platforms.
Integration
Difficulties with systems integration and staff training.
Poor visibility
Multiple systems can make it difficult to access customer information, increasing risk to service.
Our capabilities
Blended solutions to enhance the conversation
Stretching your customer services reach to online platforms can expand your market sectors and increase your customer retention.
Our web enabled services offer cloud-based technology to ensure timely analysis of business statistics, advisor performance, and business efficiency. We use this to shape the customer experience. Combining online and voice technologies, we can provide a continual out of hours service, keeping your customers happy. We use intelligent real time management information for total visibility to improve efficiency.
We have become experts in multichannel customer interaction. This means that our contact centre capabilities also include apps, web, social and email to SMS and voice which all means we’re available to readily respond to your customer demands and customer communication preferences. We demonstrate appreciation of their channel of choice which builds stronger relationships and opportunities to cross-sell and up-sell.
Our capabilities performed by our experienced and expert staff remove the burden of training and technology implementation. We deliver this at a fraction of your current in-house costs. We use our dedicated IT department on site and a designated disaster recovery site should there be network failures or software crashes. You can rely on us to provide reliable and secure technology with frequent maintenance testing.
Our data capturing allows better analysis and understanding of customer interactions across all available channels. As a result, we can understand what type of skill set advisors will need today and, in the future, using customer insights.
Omnichannel
Unified experience regardless of channel to boost sales and leads.
regardless of channel
Social media management
Direct messages and comment management through various social media channels.
Web chat
We reduce queuing time by resolving queries quicker.
Email support ensuring all messages are responded to promptly.
Real time dashboard
Cloud based data to make efficient decision making to improve the customer experience.
The benefits
Visibility
Indexed
Real time data. Monitored reporting to enhance solutions.
Growth
Opportunity
Tap into new market segments to increase revenue.
Saving
Time and money
Fast set up by reducing the gap between web tech and training.
Flexibility
What you need
Flexible service according to your needs and operations.
Integration
Platforms
Managing all channels seamlessly: voice, emails, web chat and social media interactions.
Expertise
Results focused
Expert advice to customers to boost acquisition and retention.
Other services you may also be interested in
Inbound Contact Centre
Innovative, bespoke inbound solutions including complaint and inquiry handling, technical support, market research and call answering.
Disaster Recovery
Taking care of your business continuity planning so you don’t have to, with full bespoke solutions to manage network outages or failures through tailored and secure cloud storage.
Customer Experience
The technology, people and systems to significantly improve customer experience and drive down customer complaints, whilst saving money.
Talk to us about our web enabled services today
Want to find out more? We would be happy to discuss your organisation’s challenges and how Parseq’s solutions could quickly provide you with real value.
